employee journey

Insights

BLOG

Five Ways To Plan For B2B Journey Mapping Success

Su Doyle August 14, 2018

Journey mapping can be an energizing and eye-opening exercise in customer empathy. As advisors to B2B CX and marketing leaders in the Forrester Leadership Boards (FLB), we come along on many journey mapping “journeys.” The most common question we receive from executives is, “How do I ensure the journey mapping process is actionable and aligned […]

Read More
BLOG

Drive Great Customer Experience With Three Workforce Investments

Ananda Chakravarty March 6, 2018

  Retailers recognize and are investing in the link between great associate experiences and great customer experiences. They are enhancing the employee’s ability to engage customers better by providing training and education, implementing technologies to make the associate’s job easier, and some retailers like Walmart are even increasing associate wages. Retailers understand that by creating […]

Read More