Dave's key insight: "Our traditional way of mapping out customer experience is a little bit like the critical path. There are lots and lots of additional pathways that have traditionally been ignored."
We're moving from cohorts to a "cohort of one" - where every customer can have a unique, tailored experience. But our tools and frameworks are still stuck in the old linear model.
Ready to explore those many other paths? 🚀
Full episode: https://youtu.be/_vs7qPdurC8 or https://www.buzzsprout.com/1643821/episodes/17941489
#CX #CustomerJourneyMapping #DigitalTransformation #Personalization #CustomerExperience #UXStrategy #ProductDesign #Innovation #short