When a business looks to improve the online (and in store) experiences the phrase “Customer Experience Design Planning” creeps into the conversation. And if it doesn’t, it should. The good news is, this conversation is now being had at the Executive level. The bad news is, there is confusion as to where the Customer Experience Design Planning process starts/stops and who should lead it. Put simply, it's a special planning process (for Retail, B2B, Finance, Travel etc…) designed to con...
