2016 Prediction: The year of white hot debate, submission to customers, and crying uncle

By Peter Haid Admittedly, I wasn’t spot-on with my predictions for 2015. Not because they weren’t key points that are important for businesses interested in true customer experience; rather, because they simply weren’t pursued the way they should have been. Let me explain… These were the top trends predicted for 2015 and their status today: […]

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Hey! You Got Your Metrics in My Journey Map!

Remember the old Reese’s Peanut Butter Cups commercials from the ’80s? The ones where two people – one eating chocolate, the other holding a jar of peanut butter – collide and exclaim: “Hey! You got your chocolate in my peanut butter!” and “Hey! You got your peanut butter on my chocolate!” I suppose at the […]

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