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  • Joana de Quintanilha
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As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

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  • Report Supercharge Your Journey Mapping

    Combine Divergent And Convergent Approaches For Great CX
    October 2, 2018 | Joana de Quintanilha

    Some companies are improving customer experience (CX) by combining journey mapping with adjacent methodologies like design thinking and Agile development and with complementary artefacts like...

  • Report Mapping The Customer Journey

    Four Approaches To Customer Journey Mapping: When And How To Use Them
    November 16, 2015 | Tony Costa, Joana de Quintanilha

    Companies have woken up to the reality that customer experience (CX) is critical to their business. To help improve experiences that they offer, CX pros have been quick to adopt customer journey...

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