Stay up to date with the latest customer experience thought leadership from our members
Beyond the Map: Why Journey Management — Not Orchestration — Is the Next Frontier for the US CX Industry
When we gathered in Berlin earlier this year, our conversation about journey management opened the first door. We explored how static journey maps have become corporate wallpaper — admired, referenced, even celebrated — yet disconnected from the real, messy, dynamic journeys customers actually experience.
Coming to Miami, it was clear the conversation wasn’t finished. If Berlin revealed the aspiration, Miami exposed the reality.
Champions of Change: How Women in CX Are Reshaping Customer and Colleague Experiences
Every transformation starts with a single step. Within the Women in CX community, we asked our members:
“What’s one change you’ve championed in customer experience that made a real difference for your customers or colleagues — and what did you learn along the way?”
As always, the community responded with honesty and generosity, sharing stories of persistence, creativity, and impact. From cultural shifts to frontline fixes, their experiences highlight just how many different ways women are moving CX forward. In this collaborative article, we’re delighted to share some of their stories and key takeaways.
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