Knowledge Management Below the Radar

Adam Richardson of frog design has clustered a variety of KM approaches into a 2×2, and describes some of the specific things done at frog by way of illustration. This is not to say that these are the best methods, but they do show that there are often many below-the-radar and informal methods of achieving knowledge sharing that don’t get recognized as being valuable for … [ Read more ]

Using Customer Journey Maps to Improve Customer Experience

Following on the first article on defining customer experience, this second installment looks at the first essential step of improving the experience you deliver, which is mapping out your customer journey.