Insights

VIDEO: Technology should simplify your business—not distract from it

How to create and use customer service blueprints to improve your business

Imagine as an employee that you need to use several applications to complete a single task, or that it takes 6 systems and 3 different department authorizations to provide one customer with your product or service. Many clients we work with are surprised to discover that a single task a customer or employee completes as part of routine business..

How to create and use customer journey maps to improve your business

4 minute read → Why use journey maps?  A government client of ours routinely published content and wanted to improve their content production process. Managers were frustrated because the writing staff would routinely circumvent the mandated process because they felt it took too long to follow. Circumventing led to faster content production, but..