podcasts 5-steps-to-cx-management-public-transit 
Beyond Philosophy
AUGUST 12, 2020
We discussed the problems with journey mapping in a recent podcast. Then, you get into your car and drive to your preferred location to use the drive-thru window (because, at the time of publication, many states do not have dining rooms open). Traditional journey mapping is what a customer is doing, but is missing a few things.
SurveySensum
JULY 14, 2020
He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI.
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