Scenes from the Launch of “How Hard Is It to Be Your Customer?

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We officially launched our book, How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change last week at New Rules in Minneapolis. A ton of CX fans came by, celebrating the book that took us three years to write.

The YMCA’s Andrea Krohnberg and Wolters Kluwer’s Darin Byrne shared how they applied the journey mapping best practices listed in the book, and Cargill’s Lori Laflin,one of our technical editors, also shared her journey mapping experience.

It was an amazing evening, and Nicole and I thank all those who attended!
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