In any of its existing forms—and there are many—customer journey mapping is simply the act ofdescribing what occurs at every stage of interaction between a customer and your business. That could cover everything from how they find the business (online or physically), whathappens during any visit or transaction, how they experience customer service or even howthey talk about your business” on social media before, during and after the transaction.

Often swapped out for one another, digital transition and digital transformation actually differ greatly in focus and, usually, in scope. Digital transition focuses on the basic (though still potentially massive) shift from analog, or physical, information to that which is stored, recalled or manipulated, using a digital platform. Digital transformation involves a change in how the enterprise or institution structures relationships or conducts transactions enabled by technology. Let’s take a look at a few examples of related transitions and transformations to get a better feel for the nuance.

Service design and experience design are often two sides of the same coin. Both are a means to make an engagement or transaction more customer-centric and satisfying. However, there is a distinction that is important for you to know.

Take a moment to think about every interaction a customer has with your brand. Consumers no longer think of your logo as your brand. Your brand is the sum of every experience with customers—the entire customer journey from awareness to loyalty. How do you create brand positioning for the experience economy?

Recently, at Experience Design Week in Denver, we led a round table discussion with a group of experience design professionals who worked for a range of companies; some as large as Amazon and Google, some as small as a recently-pivoted tech startup. No matter the size of the enterprise, we heard the same issues discussed as challenges from nearly every participant. Read on.

As consumers buying cloud-dependent products, we’ve definitely entered, “fool me twice” territory. If you haven’t already heard, Jibo, the first social robot for the home who looks, listens and learns, is saying its final goodbye. Read our latest blog on why experiences should return to the edge.

As a partner who understands the sense of urgency around needed UX concepts, it’s important to define the strategy and the user needs to create an experience that resonates. Read on to get started on your experience.

Pixels, code and IT infrastructure will always be there, but it's the way you make people feel that transforms an ordinary transaction into a story-worthy note in their day. Read on for three tips to get people talking.

If today they were making the 1967 film, The Graduate, undoubtedly, the simple career-making business advice Benjamin Braddock would receive wouldn’t be “plastics,” it would be “blockchain.” What most people don’t understand is that just as plastics had once seemed a technology with limitless potential that turned out to be an environmental disaster, so may blockchain.

Take advantage of this time of year—the brief pause before 2019 throws us headlong into planning and unknown new adventures—to reinvigorate your curiosity and thirst for new perspectives. Step away from the holiday bustle for a moment and peruse some of our favorite media selections of late. We hope you enjoy them as much as we did.