"We used the CJM tool during the summer school organized by our platform. It helped us identify gaps and patterns in our way of thinking about people who we serve. We started to look at things from a different perspective and make rational decisions based on people’s real needs, not …

"We realize that our customer’s experience with our brand is often the result of the collaboration of employees from across the organization who are involved in defining and delivering that experience. Therefore, it is important that in addition to the customer’s experience, we finetune existing and future employee experiences across …