Visitor Journey Map
May 10, 2016

How the Smithsonian Built their Journey Map, with Samir Bitar – [CB4] [PODCAST]

The Smithsonian is a series of 19 museums, all with different focal points. How do customers (guests) move through that experience seamlessly? Samir Bitar has been working on aspects of that question for a decade. I talk to him about guiding the work properly.

June 12, 2014

Move from Silo Based Actions To Customer Journey Based Priorities

Identifying the moments of truth drives awareness about where a company can have an impact on a customer relationship and customer profitability. Building an operating plan for the execution of the key moments of truth clarifies the organizational and operational handoffs where so much customer dissatisfaction and defection occurs.