I was talking to Nancy Porte, our VP of Customer Experience after a recent webinar she did in which she discussed the intricacies of journey mapping. One of the comments/questions posted by an attendee really struck a chord with me. The comment stated, “that seems like an awful lot of work. Is that what it takes?”   Nancy and I chatted about the question, sighed and smiled a bit because we knew the answer, and then she had what I thought was great insight. I’ll....

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