Is customer experience a measured focus of our business? Assuming the answer is yes to those questions, the next step is to build out journey maps using the following general framework. The persona is ...

It is not a one-time diagnostic tool for lead or deal qualification. It is a framework that applies throughout the customer journey, at each stage of the Bow Tie. Marketing teams can use SPICED to ...

The council has a vision of delivering an excellent customer ... journey, whatever their access point. This change of approach isn’t about doing more, it is about being better.” The framework ...