Recent work2 stories
Interview
Nine Customer Journey Map Examples – and What We Can Learn from Them
In essence, a customer journey map is really quite a simple concept: an illustration that details all of the touchpoints at your organisation that a customer...
Neil Davey · 3 Jan 2024
Interview
How Barnes & Noble Has Focused on CX to Turn Around its Fortunes
If there's one area of retail that was particuarly disrupted by the digital revolution 20 years ago, it was bookselling. Given the ecommerce behemoth that it...
Neil Davey · 19 Jan 2023