Blog Posts Process Management

We Need To Shift How We Think About Emotion And Journeys

Blog: Forrester BPM Center of Excellence

Emotion Is The Key To Benchmarking Journeys We know customer journeys matter. We know emotion matters. It’s time to bring these two together and use journeys to design for the full scope of emotion. To know what good looks like — and to benchmark customer journeys — we need to understand how to design for […]

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