Insights & Perspectives
Customer experience strategy, service design, and CX authority — written for leaders who want to close the gap between expectation and delivery.
Written by Salena Scardina — Founder, HeroCX®
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Service Design
Service Design 101: How to Engineer Experiences That Work
Great customer experiences do not happen by accident. They are engineered. Here is how service design thinking can transform the way your organization delivers value.
•4 min read•Salena Scardina
#service design#customer experience#CX design
CX Strategy
How to Build a Customer Journey Map That Actually Gets Used
Most journey maps end up on a wall and never get touched again. Here is how to build one that drives real decisions and lasting change.
•4 min read•Salena Scardina
#journey mapping#customer experience#service design
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