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...
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Our Insights
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,...
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...
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...
The Uber Customer Journey
Uber has gained a global following by releasing a mobile application that has disrupted the taxi industry. Alongside other comparable...
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