How does one go from being a technical writer to being a CCO?
Think of this in terms of “crawl, walk, run.”
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.
Use of the customer journey framework enforces the work to deliver a one-company experience, and that new focus starts with capacity creation.
Alignment around experience (CX competency 2) is more than touchpoint mapping, it’s a way to transform accountability and the language of leaders.