Design Your Organization as Thoughtfully as Your Products & Services (From 2017 CX Outlook)

I contributed to Kerry Bodine and Doberman’s “The 2017 Customer Experience Outlook”, a collection of 14 smart pieces about design and user experience in the coming year, with the following short essay. Design Your Organization as Thoughtfully as Your Products & Services In the six years since Forrester Research first wrote about customer journey maps […]