It was the week that changed my life. In 2011, as a knowledge management project manager, I had been asked to observe a three-day process mapping workshop for a team of BLP lawyers, facilitated by an ...

Customers nowadays expect a consistently positive experience when interacting with companies, products and services. If organizations really desire to meet or exceed these expectations, they need to ...

Kelly Ohaver is the Client Experience Manager at the City of Centennial, as well as an active CXPA member. Her mission is to introduce customer experience principles to improve the city’s experience ...

Government-owned Bahrain Petroleum Company and Neste Oil Corporation held a five-day process-mapping workshop to implement a joint venture between the... Bapco and Neste signed the agreement to design ...

A technique to help universities improve collaboration, reduce inefficiencies and build shared understanding across teams to support more effective working – and a framework for successful ...