I love whiteboards. Like, in an inordinately needy way. If I am noodling on something, either alone or with my team, it’s always “Let’s go to the whiteboard” to sketch, to scribble, to brainstorm. When the pandemic hit and we were all forced to work …
Anne Cramer
How to Build a CX Center of Excellence
Centers of Excellence are popping up all over the place in the corporate world. What does that term even mean? How do you know you are not only excellent, but at the center? Who do you bring in? Who do you leave out?
Anne Cramer
Journey Mapping Effectiveness Comes from Leadership and Frequency
In the recent research report by MyCustomer in association with Quadient, Customer Journey Mapping Research Report 2018, results validate what we practitioners have known for years: leadership buy-in absolutely matters and it should never be a one-and-done effort. It is really great to see more …
Anne Cramer
A Graceful Goodbye
I won’t let the door hit me on my way out If you love somebody, set them free. It’s not just a Sting lyric, but also a wise CX philosophy! Today was admin day, the day to deal with invoices, billing, etc. Leading a startup …
Anne Cramer
Now What? Executing on your CX Strategy
I spoke recently at the Total Digital Experience conference in San Francisco on a topic we haven`t seen a lot of in the CX world: how to actually execute once you have a CX strategy/team/toolset in place. Here`s a link to the SlideShare, which includes …
Anne Cramer
Experience Mapping in Complex B2B Ecosystems
Valerie and I are hot off the conference trail, and we’re thrilled that Customer Experience Mapping is finally getting the attention it has long deserved. It`s gone from a “maybe” to an “of course!” in terms of strategic priority at many companies. At the CXPA …
Anne Cramer
Instant Gratification with Customer Journey Mapping
Attention spans are short in many executive offices. As a result, marketers are somehow expected to distill complex decision trees made up of customer rational behaviors and emotional choices into simple pictorials. Balancing this desire for Instagram when the reality is an epic two-hour movie …