Masthead
Desks
Articles are attributed to the desk responsible for them rather than to an individual writer. Each desk below covers one part of Customer Experience Desk.
Desk Experience Governance
Measurement, recovery and prioritisation
Looks at experience measurement, service recovery, accessibility and how improvements are prioritised and tested.
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.