When you think of the phrase “inside-out” relative to the customer experience, you probably cringe. This is not a phrase that customer experience professionals take lightly.

Variation and defects. They are the bane of all manufacturing companies. They signal an absence of efficiency, a neglect of productivity, and a total disregard for cost effectiveness. Who is seen as the rescuing knight in shining armor? Sir Six Sigma!

If you were born prior to the 1950s, you may remember a sitcom filmed in black and white about two New York cops and their exploits in the city.

There’s a problem with journey maps? Well, not with the maps themselves but with how people talk about them.

I recently saw an article with an image that included a quote from Antonio Banderas: “Expectation is the mother of all frustration.”