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  • Kelly Price

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  • Webinar How To Leverage The Journey Mapping Canvas For Journey Mapping Success

    April 3, 2018 | Kelly Price

    Firms have widely adopted journey mapping, hoping that the tool will guide them down the path toward customer centricity. But despite its popularity, many firms still struggle to create and...

  • Report Avoid These 14 CX Misconceptions

    March 19, 2018 | Rick Parrish, Kelly Price, Ryan Hart

    To provide a great customer experience (CX) reliably and efficiently, companies must master all six competencies of CX management (CXM). However, misconceptions can cause even the most experienced...

  • Report The Customer Journey Mapping Canvas

    A Planning Tool To Help Your Journey Mapping Efforts Succeed
    December 29, 2017 | Kelly Price

    Despite journey mapping's popularity, Forrester continues to hear from frustrated customer experience (CX) pros who struggle to get started or fail to build momentum after less-than-stellar first...

  • Report The Power Of Storytelling For Experience Design

    October 10, 2017 | Kelly Price, Allegra Burnette

    Although brands have been creating marketing based on their company's stories for years, and customer experience (CX) pros often use narrative-based methods like journey mapping, companies are...