journey mapping
- AI Strategy (429)
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Competing on Experience: A Retail Banking Product Strategy
A practical framework for choosing the banking journeys, measures, and operating habits that turn customer experience into durable advantage.
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From Static Scores to Adaptive Customer Health Intelligence
A practical framework for turning customer health from a lagging score into an adaptive system connecting behavior, context, and timely action.
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Designing Awe: Intentional, Sensory-Rich Experiences to Elevate Product Leadership
Unforgettable experiences aren’t accidents—they’re designed with intention, sensory detail, and a clear point of view about who you serve. This episode explores how Petra Wille and…
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Migrate Analytics Platforms Without Chaos: 7 Proven Lessons to Plan, Move, and Land Cleanly
Migrating analytics platforms doesn’t have to derail roadmaps or erode trust. I share seven battle-tested lessons—shaped by work with Human37 and Amplitude—that help teams align on…
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How a Digital Analytics Visionary Shapes My Product Strategy for Growth, Retention & Monetization
Data is my compass for product decision-making, and I operationalize it through behavioral analytics, rigorous A/B testing, and continuous discovery. I start by mapping user journeys…
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Master Opportunity Mapping with Continuous Discovery Habits — Join the May 2026 Book Club
This May, I’m leading a community read-along of Continuous Discovery Habits with a practical focus on opportunity mapping and outcome-driven product discovery. You’ll get a chapter…
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Join Me in April: Build a Continuous Interviewing Habit and Unlock Real Customer Insights
This April, I’m leading a community read of Chapter 5: Continuous Interviewing from “Continuous Discovery Habits,” with a practical guide, discussion prompts, and exercises you can…
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How to Scale AI Across the Customer Experience Without Silos
A practical model for extending AI beyond support with shared context, clear ownership, journey-level metrics, and controlled rollout gates.
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From Chaos to Clarity: My Proven Playbook to Scale an Analytics Taxonomy That Sticks
Too many teams drown in scattered events and conflicting metrics. I share the playbook I use to scale an analytics taxonomy that actually lasts: start with…
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Experience Mapping for Product Discovery That Drives Decisions
Learn to scope, co-create, test, and maintain an experience map that turns scattered customer knowledge into sharper discovery decisions.
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