Conversations with Masters:
How to Better Understand Your Customers™
See Gloria O-B Osardu, PhD, Global Head of Experience Research and Insights, Gusto, discuss:
- why it’s crucial to align with the business’s objectives before initiating a project to prevent “research silos”
- how the customer journey map is an intertwined ecosystem of information rather than a linear thought concept
- how journey mapping (when done right) can showcase the correct way to design and build personalized experiences for a customer’s individual situation
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