171: Michael Gale: The ship we were part of building is no longer relevant

Fast Leader Show | Customer Experience Leadership

English - May 02, 2018 08:30 - 33 minutes - 45.5 MB - ★★★★★ - 55 ratings
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Previous Episode: 170: Jennifer Moss: It’s been a driver of my happiness

Next Episode: 172: Lori Bocklund: Life’s too short to live this way

Michael Gale owned a number of trademarks on journey mapping when they built the methodology 14 years ago. But now he has to admit it’s no longer relevant because you can’t fit a journey map into a world of moments. With organizations now needing to digitally transform and customers being in complete control, Michael explains you must think and do things differently.