The Core of a Functional Agile Process  Choosing an Agile process for your customer experience analytics team can be difficult. The software development community has a multitude of “standard” frameworks. Scrum, Kanban, Scrumban, Lean, RAD....

Even seemingly simple journeys are complex, multidimensional constructs. It might help to compare journeys to something like DNA—not the static diagram of a middle school textbook, but a 3D model of intricate protein pairings that are rotating, spinning...

Get started, even a chaotic start For most enterprises, Customer Journey Analytics usually starts like the Wild West.  An acute pain is presented from the executive team – unexpected drops in CSAT, spikes in servicing costs, or an angry guest...

A 2D Photo or a 3D Statue? For many, a 360-degree view of the customer is about knowing everything about the customer. Viewing them from all sides, seeing all aspects, collecting every possible detail of the customer. We look at the following...

Restructuring around Journeys When first starting on the path to Customer Journey Analytics, an organization often begins with simple cross-channel metrics. The first visibility into the number of customers who interact on two channels in rapid...