“Steamgraph transitions” by Mike Bostock

The Torture of Customer Experience Journey Mapping

The customer-centric mindset is a tricky thing: To win with it, you have to know how to lose.

A cool mist hung on Lake Geneva as I arrived at a posh lakeside hotel in Lausanne, for what was to be a two-day workshop. The audience: four dozen high-performers from my client’s company, some having flown in from Japan, Korea, North America, and other far-flung markets. The topic…