Customer Journey Map

April 29, 2024 | By: John DiJulius

Using Customer Journey Mapping to Create Your Brand’s Signature Experience What is a Customer Journey Map, and why do you need one? Discover the importance of a customer journey map and how to build one, plus examples and templates to create your own.  A well-thought-out customer journey map will enable you to establish a signature… Read Full Article


Employee Engagement Has Fallen to an 11-Year Low

April 21, 2024 | By: John DiJulius

Employee Engagement Has Fallen to an 11-Year Low; Gen Z & Work from Home Dropping the Most A new Gallup study reveals employee engagement has fallen to its lowest point in 11 years. Gallup measures employee engagement as being involved and enthusiastic about their work and workplace, whether employees feel they know what’s expected of… Read Full Article


The Human-Centric Approach

April 15, 2024 | By: John DiJulius

The Most Critical Element of an Amazing Customer Experience is Being Human-Centric Today, we are living in the “digital disruption era.” Technological innovations are exploding with the rise of artificial intelligence (AI) and machine learning (ML). As an entrepreneur, like so many, I have become enamored with the potential of what AI can do. And,… Read Full Article


Customer Complaints: The Sound of Silence in Corporate Communication

April 09, 2024 | By: John DiJulius

Years ago, one study revealed that customers would rather go to the dentist instead of calling a company’s contact center. Big corporations have now solved that issue by making it virtually impossible to contact them. A new study sheds light on a significant obstacle: the absence of a contact phone number on the homepage of… Read Full Article


AI is Replacing Employees; Will it Create an Employer’s Market?

April 01, 2024 | By: John DiJulius

Effectively, AI is Replacing Employees AI Tool that Does the Work of 700 Full-Time Employees  In a Forbes article, Klarna’s New AI Tool Does The Work Of 700 Customer Service Reps. A Swedish-based company, Klarna, that offers a buy now pay later option, allowing customers to purchase merchandise from retailers on lay-a-way, has recently shared… Read Full Article