She Writes Change

Customer journey mapping, be it internal of external customers, is more than a fully CX exercise. It's an excellent project planning tool that spots problems before a line of code is even written. 𝐇𝐨𝐰 𝐢𝐭 𝐰𝐨𝐫𝐤𝐬 Map out every touchpoint your customer will have with what you're building. Do this upfront, before you've committed budget. This will let you see and structure processes and features early on, making sure you also spot issues that could blindside you after l

What's more expensive than a delayed project? A team that's working hard, but going in different directions.

Project execution is not just about completing tasks, but about completing them in the most productive way possible.

The cost of not re-setting delivery is working hard on the wrong things. It's losing trust before you've even noticed it's gone. It's delay disguised as busy. It's more chaos and less progress, every week.

Tech goes live. Nothing changes. Why? The impact? Tech goes live but the business doesn't change. Adoption is low. Outcomes are diluted...

Strategy might be critical but if it can't be turned into outcomes that people can actually deliver, then it's literally not worth the paper it's written on.