Valerie Peck

Customer Journey Mapping

The Critical Questions: What, Who, Where, When, Why, and How? CX professionals are hearing a lot about Customer Journey Mapping these days, but with each...

Running an Agile CJM Workshop Agenda, Prep and Tips

Workshop Prep VOC/VOE/CX maturity survey Focused quantitative and qualitative insights to gauge your current state Tip: If available, start collecting benchmarks or competitor information Collect what is planned...

Mine or Mind the Gap?

Ever wonder why there is such a gap between all the hard work you do in providing Voice of the Customer and Net Promoter...

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