Journey Mapping

Journey mapping allows you to visualize intangible customer experiences so you can better understand your customers’ needs, drive loyalty, and align stakeholders around high-value initiatives.

So you have a journey map. Now what?

As organizations strive to become more customer-centric, journey mapping has become an integral tool to help organizations get to know their customers better. But once your journey map is complete, how do you operationalize the process of turning insights into actions that will drive business outcomes? Join Celerity’s customer experience experts, Aaron Kennelly and Betsy …


Leading people through forced change

When employees face disruptive change, they are often spurred on because there is a well-founded “why”—a justification for a necessary change that will make the business more successful. Organizational leaders create a story for this journey because there is a compelling reason to do so. But this normal path to change has been significantly overturned …


3 Key takeaways from our webinar on pragmatic transformation

Celerity recently hosted a webinar on pragmatic transformation with guest speakers Nigel Fenwick of Forrester and Randy Hopper of Navy Federal, moderated by Celerity CEO Ken Quaglio. I watched the webinar, Think Small: The Realist’s Case for Pragmatic Transformation, with special interest because transformation is something I see companies wrestling with every day. I’ve witnessed …


How to ignite your company’s digital transformation

The digital age has dramatically changed the relationship that companies have with their customers: armed with more information than ever before, customers are now in the driver’s seat. They decide who they’ll buy from, what they want to pay, and even what the product should be. It’s an enormous reversal from the days of “this …


Think small

Is a full-scale digital transformation really what you need? Join guest speakers Nigel Fenwick, VP and Principal Analyst at Forrester, Randy Hopper, SVP of Mortgage Lending at Navy Federal Credit Union, and Celerity CEO Ken Quaglio for Think small: The realist’s case for pragmatic transformation, an eye-opening discussion of the transformational challenges today’s organizations face …


Data at the edge, vol. III: Enriched personalization

From Amazon to Facebook, today’s most ubiquitous digital brands got that way via personalization. Done correctly, consumers love it. In fact, the extent to which you personalize your customer experiences will determine the extent to which your customers trust, relate to, and engage with your brand as we move into the 2020s. So how can …


Data at the edge, vol. II: Enriched business intelligence

Miracles have been performed, mountains have been moved and now your executives have easy access to the data they need to develop insightful organizational strategies. But do your business units and front-line workers have the data they need to execute on that strategy? Whether you’ve centralized your data or not, chances are you’ve identified places …