analytics

May 21, 20193 min read

Journey Map Lessons: People Matter Most in the Backstage

For anyone who has spent time creating journey maps, you have hopefully grown to appreciate the yin and yang of the Frontstage and...

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Apr 9, 20192 min read

Improving Customer Experience Metrics: Lessons from Sabermetrics

I am NOT a baseball fan, which is sort of a lie. Rather I’m not a fan of watching baseball, but I’m a fan of the statistics. I’ve been...

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