Insights

Our Insights

CX lessons from Japan - #1: Customers are gods

Store attendants welcome the first customers of the day as doors open at the Mitsukoshi department store, operated by Isetan Mitsukoshi H...

How CX can drive Agile development

Customer Experience (CX) used as a tool to ensure Agile development teams are building the right solution for the customer and their needs.

The Donor experience: the journey map for charities

After doing some work for charities over the course of my career, I noticed that although they were very tuned in to their donor base, th...

The IMPACT Schema: a customer focused change impact assessment tool

Recently, CXD Labs embarked on a customer journey mapping exercise with a telecommunications company and the outcome of the analysis resu...

A look at the Customer Journey of a typical American consumer

McKinsey and Company recently released a report they've been conducting since 2008 (US Consumer Sentiment Survey), the report I've enjoye...

The Uber Customer Journey

Uber has gained a global following by releasing a mobile application that has disrupted the taxi industry. Alongside other comparable com...

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