Melissa Meier

Is your journey map all process and no emotion?

Journey mapping is an excellent tool that organizations can leverage to depict customer experience. The goal of journey mapping is to learn what customers care about the most – from initial product awareness, all the way through renewal or repurchase. ...

Looking to Increase CX Visibility with Executives? Try a Journey Map.

Customer experience is currently a great industry to be a part of. Why? Executives are increasingly pointing to customer experience as the primary way they intend to differentiate in the marketplace. Like never before, CX leaders are in demand. That sa...

Extraordinary CX

Walker recently hosted a summit of Customer Experience professionals - a chance for CX leaders to come together to learn and share best practices. ...

Telling the CX Story

Apple product launches have become highly anticipated events. Of course this is due primarily to the products themselves, and eager customers wanting to confirm...

The Value of Making it Easy

Recently, I had a billing issue that needed to be resolved with our health insurance provider.  I put off making the phone call for...

The Importance of Simplicity

I am a huge Amazon fan – they have really simplified my life.  It is so easy to order any kind of product –...

Do You Have the Right Team to Drive Results?

As customer strategists, we love to hear stories about how customer insights have been used to drive meaningful results in our organizations. Unfortunately...

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