Desk Experience Governance
Measurement, recovery and prioritisation
Looks at experience measurement, service recovery, accessibility and how improvements are prioritised and tested.
Customer Experience Desk
Covers customer experience research, journey mapping, service blueprinting and measurement for teams designing and running services in Australia.
Not yet published. What we cover, and who covers it, is set out below.
What we cover
Customer Experience Desk covers how Australian organisations research, map and redesign the experiences they deliver. It looks at customer interviews, journey maps, service blueprints, voice-of-customer programmes and the measurement that shows whether a redesign worked. Coverage suits teams working on services that cross digital, phone and in-person channels.
Written for CX and service design practitioners.
- 01Journey Mapping
- 02Voice of Customer
- 03Service Blueprints
- 04CX Measurement
- 05Service Recovery
- 06Accessible Experiences
The desks
Each desk is part of the editorial team with its own beat, not an individual. The byline names the desk, and the structured data identifies it as an organisation.
Desk Journeys
Journey mapping and service design
Examines journey maps, service blueprints and effort reduction across digital and assisted channels.
Desk Research
Customer interviews and voice of customer
Covers customer interviews, voice-of-customer programmes and the research base behind experience decisions.
How we work
Written for the people who decide
Journey mapping, voice-of-customer research and service design. Articles are written for people with a concrete decision in front of them, not for those trying to sell one.
Numbers name their source
Every figure says where it comes from and when it dates from. Where the industry disagrees, that is stated, rather than quietly taking a side.
Nothing tracks you here
No cookies, no analytics, no third-party scripts. If that ever changes, the privacy policy changes the same day.
Where should we start?
The order is not set yet. If there is a question you have had to answer the hard way yourself, send it to the editors. It is the most useful thing you can send a publication that has not yet begun.