https://www.joshnard.com/blog daily 0.75 2024-05-27 https://www.joshnard.com/blog/law-25-evolve-your-design-through-adaptive-leadership monthly 0.5 2023-09-25 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/dd3aaacb-69f0-4f4b-8865-863127863107/Firefly+building+a+Design+Cult+within+an+organization+boardroom+where+people+are+collaborating+on+de+%287%29.jpg Product CX Blog - Law 25: Evolve Your Design Through Adaptive Leadership - Make it stand out Image Description: Group of people in a room evaluating a white board with design layout flows. https://www.joshnard.com/blog/law-4-verbalize-less-craft-designs-that-speak-for-you monthly 0.5 2023-09-20 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5191c03a-f8c6-4528-a57b-74349f88ff25/Firefly+conversing+on+customer-centricity+in+an+organization+boardroom+where+people+are+collaboratin.jpg Product CX Blog - Law 4: Verbalize less, craft designs that speak for you. - Make it stand out Image Description: Group of people in a room evaluating a white board with design layout flows. https://www.joshnard.com/blog/law-6-court-the-essence-of-designs-value monthly 0.5 2023-09-20 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/7360a338-399d-480d-b220-8945e8eb5997/Firefly+building+a+Design+Cult+within+an+organization+boardroom+where+people+are+collaborating+on+de+%281%29.jpg Product CX Blog - Law 6: Court the Essence of Design’s Value - Make it stand out Description: Group of people standing and discussing what is on a white board with layout flows. https://www.joshnard.com/blog/law-9-win-through-design-never-through-debate monthly 0.5 2023-09-06 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/86f9bdf7-b6dd-4fd4-bebf-0c02ba8eaa4c/Firefly+Inpaint+20230826131804.png Product CX Blog - Law 9: Win through design, never through debate. - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.joshnard.com/blog/law-8-encourage-design-intrigue-to-enter-your-design-space monthly 0.5 2023-09-05 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/53cbde90-3890-46dc-8b41-4713401913d8/Firefly+a+group+of+people+Designing+in+a+workshop+within+a+boardroom+35053+%282%29.jpg Product CX Blog - Law 8: Encourage Design Intrigue to enter your design space - Make it stand out Image Description: (Generative AI) Designers collaborating around a table with others on ideas. https://www.joshnard.com/blog/will-the-metaverse-offer-greater-cx-or-worse-p968j monthly 0.5 2023-09-11 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594625331-UDD4I6VM3V0LUSZP4WSW/uk-black-tech-dLLQNd7RP28-unsplash.jpg Product CX Blog - Metaverse: will it serve brands with greater CX - or worse? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594625336-6FWGAM6T9Z2M3NZW5C74/Fortnite_TravisScott.jpeg Product CX Blog - Metaverse: will it serve brands with greater CX - or worse? - Make it stand out Travis Scott performed in Fortnite, drawing over 27.7 million unique players in-game participated live 45.8 million times across the five events that connected with Travis Scott’s Astronomical branding. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594625340-XGQKC9F7UJTHS4XVTGYN/rtfkt_sneakers.0.jpg Product CX Blog - Metaverse: will it serve brands with greater CX - or worse? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.joshnard.com/blog/us-cx-index-worsened-postpandemic-845g3 monthly 0.5 2023-09-11 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594625314-IBKOEDSPNQ45PEVBLR9I/Forrester-CX-Index-Figure-1.jpeg Product CX Blog - CX worsening to shifting pandemic behaviors - Make it stand out Forrester CX Index found on their twitter feed https://www.joshnard.com/blog/category/Product+Design monthly 0.5 https://www.joshnard.com/blog/category/blog monthly 0.5 https://www.joshnard.com/blog/category/48LawsOfDesignPower monthly 0.5 https://www.joshnard.com/blog/tag/forrester monthly 0.5 https://www.joshnard.com/blog/tag/DesignLeadership monthly 0.5 https://www.joshnard.com/blog/tag/%2348lawsofdesignpower monthly 0.5 https://www.joshnard.com/blog/tag/pandemic monthly 0.5 https://www.joshnard.com/blog/tag/measurement monthly 0.5 https://www.joshnard.com/blog/tag/ProductDesign monthly 0.5 https://www.joshnard.com/blog/tag/cx-index monthly 0.5 https://www.joshnard.com/blog/tag/48LawsOfDesignPower monthly 0.5 https://www.joshnard.com/strategy daily 0.75 2026-06-03 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594627935-7ZT811HKUE9TN0NIGJFY/unsplash-image-l3N9Q27zULw.jpg Product + Business Strategy https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594774785-5GXH0R8MSSDQVPWCVIM5/unsplash-image-2cFZ_FB08UM.jpg Product + Business Strategy https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594774789-59PKUB1XQE9SDVEHZIW3/unsplash-image-qtfi1-2CJpw.jpg Product + Business Strategy https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594774798-FNBMJQX5VOLJ1M67KSRT/unsplash-image-XvS-uKUoUao.jpg Product + Business Strategy https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594774793-227GWSTUH6U40732RSQ5/unsplash-image-I6wCDYW6ij8.jpg Product + Business Strategy https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/85d1d628-4f35-49e8-acef-c53655a4a6c8/CX_ForumSpeaker2023.jpg Product + Business Strategy https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/e452c8fa-36bf-4eda-9992-ceffed96883c/Stellantis+Ownership+Pivotal+Moment+Map+DeepFidelity+small.jpg Product + Business Strategy A detailed infographic or chart with multiple sections, including various client profiles, schedules, and schedules, featuring header in orange and sections in blue and beige, related to a project or process overview. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ab3e4003-66c3-45ef-8d0f-f54f136e4cf2/Stellantis_PivotalM_Ex1.jpeg Product + Business Strategy Slide titled "Pivotal Moment Map Framework" with a blue background. It contains a list of points explaining the framework for future ownership experience grounded with quant/qual research, including elements like narrative, pivotal moments, alternative use cases, experience pillars, and statistics. To the right, there are six columns with small preview images and labels for each step, such as Pivotal Moments, Narrative, If/Then use cases, and others. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5efc589d-4695-4f43-9365-10f4eafe0694/United_MAP_Mobile_4AppS1.jpg Product + Business Strategy Screenshots of a mobile airline seat booking and upgrade application showing seat maps, fee details, and confirmation messages. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/903b2ac9-41ca-458b-adae-91e98b1e6cec/CAT_journey_with_narrative+LRG.jpeg Product + Business Strategy Flowchart illustrating a project process for a CAT equipment inventory system, including steps such as search, configure, send, approve, review, and order, with representatives and admin involved. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594861-9NCF337NXGXWX93IP3UG/CAT+Booklet_Storyboard_11x16-072015_Page_15.jpg Product + Business Strategy A detailed infographic illustrating the Caterpillar Customer Relationship Management Life Cycle Storyboard, with various steps and corresponding illustrations depicting customer meetings, price negotiations, quote updates, discount approvals, final checks, and follow-ups in a business context. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594685-PIU995DRB9Z0R1UIT299/Workshop_CAT2.JPG Product + Business Strategy A business meeting or workshop taking place in a modern conference room, with multiple attendees seated around tables, some using laptops, engaging with a large whiteboard filled with notes and diagrams, and a presentation projected onto a screen. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594769-JLFLTUIU7B09VXQOF1Y8/CAT+Booklet_Storyboard_11x16-072015_Page_13.jpg Product + Business Strategy A detailed infographic titled 'Caterpillar Customer Relationship Management Life Cycle Storyboard' depicting various stages and illustrations related to customer relationship management for Caterpillar. It includes flowcharts, text, and illustrations of people working at desks and in meetings. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/587e69ca-def8-4b12-8a34-e7f623a3a43f/Sunwing_CustomerJourney_Macro_Fin_SM.jpg Product + Business Strategy A detailed infographic or flowchart related to customer journey and marketing strategies for Sunwing, with various sections, icons, and text outlining different phases of customer experience and engagement. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5b868385-4deb-400d-a3ca-6b8d0ea0a72b/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos+ISO+Barriers_Page_09.jpg Product + Business Strategy A detailed table discussing customer experience (CX) barriers, perceptions, behavioral hypotheses, opportunities, and communication tactics for creating a receipt, with sections on problem, perception, support, and opportunities. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/96bfe40f-2259-4ed9-ad5e-9b79a924ad17/United_InFlight_Mobile_3AppDomiS1.jpg Product + Business Strategy Three smartphones displaying a flight booking app, showing seating charts, ticket payment, and flight details on a dark background. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/903b2ac9-41ca-458b-adae-91e98b1e6cec/CAT_journey_with_narrative+LRG.jpeg Product + Business Strategy A detailed process flowchart on a whiteboard illustrating steps involved in a project using diagrams and images of computers, with text descriptions and arrows connecting each step. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b20a7247-b8ac-492e-a630-1a946190a6fd/United_WheelChair_Modern_Flow_20170619.jpg Product + Business Strategy Flowchart of United Airlines' wheelchair assistance process at airport, covering registration, security, terminal, flight, and arrival procedures. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594781325-N31P89BRB38RJKRBPHEH/DRG_1.8_v1F_031615_Page_012.jpg Product + Business Strategy Educational slide titled 'Architecture principles' with six icons representing different concepts such as documents, a computer, touch interface, options menu, layered structure, and flow layers, accompanied by descriptive text. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/c588d915-ea23-49ad-8388-8f25063258f4/Stellantis_IntroJMap_CaseStudy7.jpg Product + Business Strategy Screenshot of a presentation slide titled "Journey Stage Quantitative Summary" with sections on purchase, research sentiments, empowerment, and other car buying process details, accompanied by graphics of cars and icons. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5b868385-4deb-400d-a3ca-6b8d0ea0a72b/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos+ISO+Barriers_Page_09.jpg Product + Business Strategy A detailed worksheet titled 'CX Pivotal Moment Barrier: Create a Receipt | MVP' with sections on Problem, Perception, Behavioral Hypothesis, Opportunities, Communication Tactics, Customer, Support, and Method of Understanding, including specific customer experience and business strategies. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/eb8216cc-9dd7-49f8-b76e-b2241d85a76d/Slide35.jpeg Product + Business Strategy A page from a guide titled 'Pivotal Moment Success' detailing steps for focusing on customer mindset, including triggers and emotions, routines to influence, and rewards, with icons representing each section. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594781332-PDXBPAM3MVT9D58L8PUX/DRG_1.8_v1F_031615_Page_029.jpg Product + Business Strategy A webpage discussing design principles with a white background, pink heading titled 'Design principles', six blue icons representing different principles, and textual descriptions of each principle. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594781419-N6FTISG57W8HKNOWTVRX/DRG_1.8_v1F_031615_Page_066.jpg Product + Business Strategy A web design guideline page about buttons and links as task icons, with sample product checkout details and interface elements. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/f32ce41f-f475-410f-8782-d9e347a37666/Slide32.jpeg Product + Business Strategy A colorful infographic titled 'Dreaming & Considering' that outlines stages in customer decision-making, featuring phases, moments, actions, channels, narratives, emotional states, opportunities, experiences, and preferences in the context of travel and resorts. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/96bfe40f-2259-4ed9-ad5e-9b79a924ad17/United_InFlight_Mobile_3AppDomiS1.jpg Product + Business Strategy Three smartphones displaying airport check-in and boarding pass screens with seating charts and payment information. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5fd3bc81-2700-44a2-a7d9-0b4b8dbfd2de/Sunw_AccelWorkshop_Recap_201004_NoL_Page_20.jpg Product + Business Strategy A presentation slide titled 'Holiday Getaway Plan' with diagrams and text about customer communication strategies for a travel company, including sections on understanding customer needs, communication gaps, success metrics, and post-trip follow-up. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671554-UF5RYLBBXQ88IQ7V16Q6/IMG_0184sm.png Product + Business Strategy Three people taking a selfie in front of a whiteboard with yellow sticky notes. The person on the left is a man with light brown hair, wearing a gray blazer and checkered shirt. The middle person is a woman with glasses, curly hair, and a cream sweater, wearing a name tag saying 'Libby.' The person on the right is a woman with long brown hair, smiling. All three are smiling and appear happy. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b20a7247-b8ac-492e-a630-1a946190a6fd/United_WheelChair_Modern_Flow_20170619.jpg Product + Business Strategy Research analysis decision tree flow diagram for United Airlines' wheelchair chair modernization process, including steps for registration, security, terminal procedures, and flight arrival. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/40907669-6e94-43ef-b4da-e9bd560a2f99/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos+ISO+Barriers_Page_09.jpeg Product + Business Strategy CX Pivotal Moment Barrier: Create a Receipt MVP with sections on problem, perception, behavioral hypothesis, opportunities, communication tactics, and support. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1a8447d7-96fe-4a9d-88d0-888c6a7554b4/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos_Page_71.jpg Product + Business Strategy A screenshot of a CX Persona Readiness Evaluation chart with sections, checklists, and criteria for evaluating personas, alongside a partial view of a woman lifting weights in a gym. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/8dfc49d0-ba4c-47fd-8a5d-211207378b4f/Amway_IAFlowStructure_4threview_ContentAudit4.jpg Product + Business Strategy A gap analysis chart comparing home assets in terms of importance and current market position. The chart includes asset types like pampered chef, food, recipes, editorial supporting product, UGC, product reviews, supporting brand pages, and lifestyle pages, with current and competitor states marked by different squares, illustrating their position on an importance scale. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/762dfd21-c771-4846-b23b-03c737758b43/Sunw_AccelWorkshop_Recap_201004_NoL_Page_22.jpg Product + Business Strategy Slide presentation with title 'Migrating sentiments into the journey'. The slide discusses stakeholder interviews and workshop feedback to map customer sentiments and includes a detailed journey map with sections labeled 'WHO', 'WHAT', 'WHEN', 'WHERE', and 'IF'. It features organized columns with headers like 'Narrative with Actors', 'Pivotal Moments', 'Key CX Expectations', 'Behavioral Influence', 'Decision Outcomes', 'Channel Touchpoints', and additional details on customer experience, support teams, measurement, and failure risks. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1a8447d7-96fe-4a9d-88d0-888c6a7554b4/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos_Page_71.jpg Product + Business Strategy A detailed evaluation chart titled 'CX Persona Readiness Evaluation' with sections on persona heuristic, change checklist, gaps, and criteria for assessing customer experience personas https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/2b1c9483-9c45-4904-bff6-23b43e793c95/Vanguard_VinDiagram003.jpg Product + Business Strategy https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594634105-VCL1G0RYECNQHJBGDKU7/Amway.png https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/2898871f-012f-4773-9957-41eb51185bf4/Amway_IAFlowStructure_4threview_Page_23.jpg https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b7b7eddf-33e9-49cd-9efc-94a279a8a15d/Amwa_AmCartOutofInventory_CXBlueprint_Thumb.png https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594614103-AFQWTX8UES69KPGFXAVQ/Caterpillar.png https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594855-SY606265UBGGC27SNSRU/CAT+Booklet_Storyboard_11x16-072015_Page_16.jpg https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594682-5KMCO1LBJ04QGAYJ5CK5/CAT_Storyboard_Books.jpg https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594614030-LI8EN6P5DDHA107U3R60/Marriott+Itnl.png https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645633-R9JJQJN5325NPKCN2UL9/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_104.png https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645165-651FPJMCLDJSNFTJMCPJ/MarriottStoryboard3.jpg https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594528250-VAB624Z12FT1HRUPUOAW/unsplash-image-5SsFQ6oNbX4.jpg Product + Business Strategy - “82% of consumers make purchase decisions with purpose in mind… …yet many brands struggle to put purpose into practice” 2021 Brand Purpose Study | Vice Media Group https://www.joshnard.com/design daily 0.75 2026-06-03 https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1618497259178-6XJGK9GR6YAVBQL5L519/20140301_Trade-151_012-2.jpg Product, Systems & Service Design https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1608066266418-CHQC49XZZNQKNA7TGGP4/20140228_Trade-151_0046.jpg Product, Systems & Service Design https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5efc589d-4695-4f43-9365-10f4eafe0694/United_MAP_Mobile_4AppS1.jpg Product, Systems & Service Design Screenshots of a mobile airline booking app showing seat selection, seat upgrade, and fare details. The first screen displays a seat map for flight from ORD to FLL with selected seats. The second and third screens show seat upgrade options and fare details for a customer. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/a1b72fc5-2f15-46d5-9cd6-47f728f45145/United_CSR_PAX_Resolution_ScreenFlow_Deltas_20170820.020.jpg Product, Systems & Service Design Diagram showing the process flow of disservice selection on a mobile app, including steps like selecting a category, incident type, and labeling the incident, with arrows indicating progression through screens. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/775dde0d-2cb5-4000-bf4b-3b4f731cbeaf/Nuv_Trellis_Tokens+Tier+2.png Product, Systems & Service Design https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/04e136ec-bfc7-43a6-8f8b-4ad3863498ee/United+UAL+MAP+Design+3D.png Product, Systems & Service Design Mobile screens showing flight details; one shows a delayed flight from Mexico City to Buenos Aires at 2:42 pm, with notifications and seat map options. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/06274350-57b3-4b3e-936e-e58acb0acacd/Ethos-1b.jpg Product, Systems & Service Design https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1dc947fe-1bc2-4c00-910e-e70c5125506b/Amway_IAFlowStructure_4threview_Page_35.jpg Product, Systems & Service Design A webpage is displayed on a laptop with a focus on a skincare product called Artistry Signature Select Skin Brightening Serum Mask, with a botanical illustration beside it. The webpage belongs to Amway, featuring navigation links and promotional banners. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/96bfe40f-2259-4ed9-ad5e-9b79a924ad17/United_InFlight_Mobile_3AppDomiS1.jpg Product, Systems & Service Design https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/cf2e8a5c-9993-4083-be1c-1e289b0bdea7/ACN_AISalesSite_VisualDesign_V2_.002.jpeg Product, Systems & Service Design https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/034416a5-77c1-4f96-b427-ffdb8a658bb6/ACN_VisualGuidelines__Page_71.jpg Product, Systems & Service Design https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/c8f95d39-f77e-4999-bacb-1e285a06b1aa/Vanguard_Dash1_Full+Crop1.jpg Product, Systems & Service Design https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/8c9ed6cb-8ab8-45f8-9f5d-93f28b6781d3/Vanguard_C1_1.jpg Product, Systems & Service Design 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Product Management + Ops https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594781419-N6FTISG57W8HKNOWTVRX/DRG_1.8_v1F_031615_Page_066.jpg Product Management + Ops https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/e452c8fa-36bf-4eda-9992-ceffed96883c/Stellantis+Ownership+Pivotal+Moment+Map+DeepFidelity+small.jpg Product Management + Ops https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5fd3bc81-2700-44a2-a7d9-0b4b8dbfd2de/Sunw_AccelWorkshop_Recap_201004_NoL_Page_20.jpg Product Management + Ops https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/762dfd21-c771-4846-b23b-03c737758b43/Sunw_AccelWorkshop_Recap_201004_NoL_Page_22.jpg Product Management + Ops https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/40907669-6e94-43ef-b4da-e9bd560a2f99/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos+ISO+Barriers_Page_09.jpeg Product Management + Ops https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1a8447d7-96fe-4a9d-88d0-888c6a7554b4/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos_Page_71.jpg Product Management + Ops https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1a8447d7-96fe-4a9d-88d0-888c6a7554b4/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos_Page_71.jpg Product Management + Ops https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b20a7247-b8ac-492e-a630-1a946190a6fd/United_WheelChair_Modern_Flow_20170619.jpg Product Management + Ops https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/40907669-6e94-43ef-b4da-e9bd560a2f99/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos+ISO+Barriers_Page_09.jpeg https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672705-7CXYX6EJBUJG6RNMV1YE/United_CLE_innovation4.jpg https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b7b7eddf-33e9-49cd-9efc-94a279a8a15d/Amwa_AmCartOutofInventory_CXBlueprint_Thumb.png https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b23900a3-7f98-4bb3-8a63-a87321c519cf/Sunwing_CustomerJourney_Macro_Fin_SM_Cropped.jpg https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/9ebd9929-63b4-4a02-b8d1-6f4b6ded116d/JoshNard_FjordWorkshopCrop.jpg Product Management + Ops - Make it stand out Team Product Discovery Workshop | 2015 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/e5f4ad22-0805-4a01-b5df-429dd532a012/prioritization-CX Product Management + Ops - Prioritization should evolve with your CX maturity. Start with 2-3 evaluators and then expand. Consider customer goals and business impact first, then assess feasibility. Take into account short and long-term risks with ROI, similar to how risk is measured in WSJF. Being unable to make decisions or convincing the organization that change is unnecessary can be extremely harmful to a company. This is a major reason why historical successful brands have struggled with startups. ROI provides important information that executives, including the CFO, can easily understand and connect with, as they often need to link quarterly investments to long-term financial goals. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/9bf1ad39-7511-476b-a6dc-11d959563dec/unsplash-image-JLzdifvctEE.jpg Product Management + Ops - “65% of respondents would become long-term customers if they can provide positive experiences throughout the customer journey.” Forbes / Arm Treasure Data https://www.joshnard.com/resume daily 0.75 2026-06-03 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/fd55beff-917d-4fec-baed-4c7780e6b6fd/United_Aero_17_Upgrade_confirm.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/12ac2f21-5418-40d4-82be-81215be5aa89/United_MAP_GateHP_IMG_0258.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/863f185c-5784-48ef-a133-68a53e11191b/United_ItMC_Ph1_IMG_0195.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/dabf6c5c-9bba-431a-adf3-0aaf74f8d103/United_InflightSales_V62E_Page_39.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/6c8eb668-5319-4b24-86df-d661bac65be7/United_Insights_HPAirport.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/86f6f447-7264-4cc0-ac88-35e3ef86af98/United_TOMC_App_InFlightStatus.jpg Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b8464444-fe2a-40a8-a848-434d1f116cd6/United_Bag_App_AddBag.png Leadership https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/f87f318b-c703-497c-8368-f8634781916c/United_WingtipsCMS_20-11Policychange.jpg Leadership 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Accenture.com AI Rebranding & Content https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/83bbe9f5-594f-452f-80eb-45645f7279c5/AccentureAI_SiteV1_ShortComp_MidF_Page_07.jpg Branded Site Design - Accenture.com AI Rebranding & Content https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/27935653-ad99-4cce-b004-9c528cf7be59/AccentureAI_SiteV1_ShortComp_MidF_Page_08.jpg Branded Site Design - Accenture.com AI Rebranding & Content https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/0314bd7c-7610-453c-b39c-47b07e12d7dd/AccentureAI_SiteV1_ShortComp_MidF_Page_09.jpg Branded Site Design - Accenture.com AI Rebranding & Content https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b249dfe6-4ad0-4b18-b313-439a3a466ab2/AccentureAI_SiteV1_ShortComp_MidF_Page_10.jpg Branded Site Design - Accenture.com AI Rebranding & Content https://www.joshnard.com/financial daily 0.75 2026-05-27 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5b868385-4deb-400d-a3ca-6b8d0ea0a72b/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos+ISO+Barriers_Page_09.jpg Financial Product A worksheet titled 'CX Pivotal Moment Barrier: Create a Receipt | MVP' with sections on Problem, Perception, Behavioral Hypothesis, Opportunities, Communication tactics, Customer, Support, and Method of Understanding. 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Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594845-ADZ7GIA8SB8JIB2JRSY6/CAT+Booklet_Storyboard_11x16-072015_Page_10.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594785-VPW1QEXO8LXSDWZMIH21/CAT+Booklet_Storyboard_11x16-072015_Page_11.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594817-FWM4OR7DX9X3BTHAVA6Q/CAT+Booklet_Storyboard_11x16-072015_Page_12.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594769-JLFLTUIU7B09VXQOF1Y8/CAT+Booklet_Storyboard_11x16-072015_Page_13.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594729-FC4IFPLA43UT6S56JSM0/CAT+Booklet_Storyboard_11x16-072015_Page_14.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594861-9NCF337NXGXWX93IP3UG/CAT+Booklet_Storyboard_11x16-072015_Page_15.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594855-SY606265UBGGC27SNSRU/CAT+Booklet_Storyboard_11x16-072015_Page_16.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594669-UUBKAW1HINDCFDXAKV32/WarRoom.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience - 1_Research Research methodologies will deliver higher fidelity recommendations through evaluating both business goals and employee contributions to these goals, probing conflicts and associating patterns for relevance. We iteratively affinitize our research to achieve stronger recommendations through association. THIS LEADS TO Discovery of gaps and conflicts in employee actions and information transparency Improvements to associative relationships within the PLM ecosystem, that will drive efficiencies https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594678-5V12ORLCHHIU6XIGEWSB/IMG_5180.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience - 2_Workshop In the workshop we will share process gaps uncovered from research and leverage CAT’s expertise to identify the actionable opportunities for inclusion into the storyboard. The workshop is structured to incite collaboration and complex ideation on future PLM solutions. THIS LEADS TO Collective understanding of associations, gaps and conflicts within the PLM ecosystem Socialization of proposed opportunities and solutions Actionable resolutions needed for delivery https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594594682-5KMCO1LBJ04QGAYJ5CK5/CAT_Storyboard_Books.jpg Enterprise CRM PLDC - Caterpillar SFMC Sales Experience - 3_Storyboard The storyboard will highlight critical gaps in the current-state service experience, elevating cross-vertical touch points where best-in-class service design will drive business value. The storyboard can be a living document that evolves during service transformation planning and design activities. THIS LEADS TO Holistic narrative of the associative relationships across a complex set of systems Representation of the gaps and conflicts that drive opportunities for improvement Visceral understanding of transformation as an imperative https://www.joshnard.com/crm/crm-orchestration monthly 0.5 2023-06-08 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/187c030f-6e63-4472-800e-a35cefe2e081/StellantisMopar_Journey2.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ab3e4003-66c3-45ef-8d0f-f54f136e4cf2/Stellantis_PivotalM_Ex1.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/e452c8fa-36bf-4eda-9992-ceffed96883c/Stellantis+Ownership+Pivotal+Moment+Map+DeepFidelity+small.jpg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/187c030f-6e63-4472-800e-a35cefe2e081/StellantisMopar_Journey2.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/6a11998e-c5c3-4309-bda2-4c9d437fc46a/StellantisMopar_Journey5.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1999503f-404d-4397-989e-692727585585/Stellantis_PivotalM_Ex2.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/74cce46a-6098-47ea-a18e-e7424028a128/Stellantis_IntroJMap_CaseStudy1.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ff431131-ee72-48f6-97fa-5ac2d636d243/Stellantis_QuantRep_1.jpg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ae2764e1-b0b4-44b6-9a69-6439bd08736a/StellantisMopar_Journey7.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/46370b2d-ef2c-4954-85fc-9e18d824f0ee/StellantisMopar_Journey6.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/4548a79c-c3db-4ebd-9540-e492d9e1a58c/Stellantis_PivotalM_Ex3.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/14c7db45-88fd-45a0-8a76-8872ef152734/Stellantis_IntroJMap_CaseStudy2.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b3beadb7-11e5-43e4-a14c-3bca3b66cec6/StellantisMopar_Journey8.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ae2764e1-b0b4-44b6-9a69-6439bd08736a/StellantisMopar_Journey7.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/fd43f99d-4e1e-4033-9794-f00070171527/Stellantis_PivotalM_Ex4.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/67e979bb-3b07-4b29-8cff-b4feda77468d/Stellantis_IntroJMap_CaseStudy3.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/9bf5b47f-22b3-42c7-a4cf-04b50f7038e8/StellantisMopar_Journey14.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b3beadb7-11e5-43e4-a14c-3bca3b66cec6/StellantisMopar_Journey8.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b7a7715c-eace-423f-b188-4ac24673dbd2/Stellantis_PivotalM_Ex5.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/dd0bc934-6394-468a-885f-310f931f1a61/Stellantis_IntroJMap_CaseStudy4.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/d43793a9-86b8-415c-ac58-4d24597cf993/StellantisMopar_Journey15.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/d9f9d86f-0356-477f-92c4-7f7e3eab99e4/StellantisMopar_Journey9.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/c4a6afdd-6f17-496a-bcf7-093f19a67db4/Stellantis_PivotalM_Ex6.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/fdf71049-3893-452e-8775-7ab3ab174e67/Stellantis_IntroJMap_CaseStudy5.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/3360e9b9-01bf-4cab-a474-03f2dae13ae4/StellantisMopar_Journey17.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/44b8840a-4075-4984-9b77-7a1a1d95dfdf/StellantisMopar_Journey12.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/af701eb0-24fe-4aca-a234-0cce00f37378/Stellantis_PivotalM_Ex7.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/e79ae31c-2e8b-4ad3-8096-ef47bba88da6/Stellantis_IntroJMap_CaseStudy6.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/6d879cb2-0a84-4c52-9ade-b4f5df99c5c8/Stellantis_QuantRep_5.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/30eabc06-1846-417b-9149-b882c12b8c90/StellantisMopar_Journey18.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/6811f741-fd21-46dc-9a1e-50cb455809e6/Stellantis_PivotalM_Ex8.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/f008c089-ff61-4ef9-9f46-6fc94b465969/Stellantis_IntroJMap_CaseStudy7.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/241d8fcf-2b3b-44de-a59a-91850e92cf4f/StellantisMopar_Journey23.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/9e4b0621-6c98-4fad-aa1d-a7fa7b9ea31d/Stellantis_PivotalM_Ex9.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ca04da79-d708-4359-84d4-81629c88e28a/Stellantis_IntroJMap_CaseStudy8.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5aa680cf-50b2-46ed-95c4-8b6a4b9813c7/Stellantis_QuantRep_8.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/26b7cb31-8c1e-4022-bb0e-a908bbb006d3/StellantisMopar_Journey25.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ca323a60-0096-47ee-8172-0b519b26a534/Stellantis_PivotalM_Ex10.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5affaa40-4e81-42b0-a4d4-788d54321d77/StellantisMopar_Journey32.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/416ce372-9ca9-42d4-b415-8cd4d3ea8fac/Stellantis_QuantRep_9.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/0de9e4e3-ebca-4320-bd66-111318cb92cf/StellantisMopar_Journey33.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/c6ec8b8a-ba9a-438a-8741-e80df00639e8/StellantisMopar_Journey19.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ff783387-6761-43e1-bbf2-b1ba78ccc38f/StellantisMopar_Journey21.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/119b6882-fee7-4b77-9925-b99b789ee284/Stellantis_QuantRep_10.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/241d8fcf-2b3b-44de-a59a-91850e92cf4f/StellantisMopar_Journey23.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/96c7ba72-14fe-42c6-9ced-2f37d9241338/Stellantis_QuantRep_11.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/8d451210-de83-4cc2-aa30-edbaf3ee87d6/Stellantis_QuantRep_13.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/9c3913d3-471b-4137-82f5-a44dd0d29dae/Stellantis_QuantRep_15.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/cfb31f5e-5a22-4224-be2a-98c329bc7972/StellantisMopar_Journey26.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/923ec782-4ea8-4066-8fe0-a9fcde26800b/Stellantis_QuantRep_18.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/35c8c31e-2bf8-43ee-9af2-1025e506f3b8/StellantisMopar_Journey27.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5fd1dfd2-3d5d-4ef2-bd27-c673d46d3892/Stellantis_QuantRep_21.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/aa93a65e-9681-41c5-b2ac-4c5113929bf1/StellantisMopar_Journey29.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1cc6c86f-10a1-4774-bd83-09025836341b/Stellantis_QuantRep_25.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/29d5bf6c-04b9-454e-be79-3b835d9907bc/StellantisMopar_Journey30.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ed917331-80ce-4346-8e4b-fc45cc670c48/Stellantis_QuantRep_29.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5affaa40-4e81-42b0-a4d4-788d54321d77/StellantisMopar_Journey32.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/280992db-0683-4be3-a281-56d39817d969/Stellantis_QuantRep_31.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/0de9e4e3-ebca-4320-bd66-111318cb92cf/StellantisMopar_Journey33.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/43e8f5ed-40e0-4498-87ae-e704a93b55f2/Stellantis_QuantRep_33.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/20b3788b-0925-4f77-ab0f-2337ac88daa3/StellantisMopar_Journey37.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/2889b072-79f6-4496-bc31-7c40028efcbe/Stellantis_QuantRep_36.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/8258398d-7519-4353-a73b-26fb158551aa/StellantisMopar_Journey38.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/24ae8caa-225f-446b-98ef-594063725dc9/Stellantis_QuantRep_38.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/8c771f99-55a6-49de-a5f1-320ed0af56ca/Stellantis_QuantRep_39.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/3741d639-a68a-40ce-913f-0e209196369c/Stellantis_QuantRep_45.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1fa3d8f9-f151-4693-a748-f5cd1bdedd4b/Stellantis_QuantRep_47.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/daccf96e-b76d-45ac-9e90-965f26349c40/Stellantis_QuantRep_50.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/c776c539-9a26-4b74-8811-762176b7a3d8/Stellantis_QuantRep_53.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/a00bd2b5-4c60-4979-92c9-f71dddafbdd4/Stellantis_QuantRep_55.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/54e35f67-1726-4313-86c7-3bd02ff1c918/Stellantis_QuantRep_57.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/896e0bfe-c2f4-4db6-abe9-23a1ac7723ab/Stellantis_QuantRep_58.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/9593c92b-6d56-44b7-a514-535ef306fd44/Stellantis_QuantRep_43.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle - 1| Qualitative & Quantitative We took extensive qualitative interviews and quantitative surveys across real owner journeys and mapped sentiments and impactful data to areas of the journey. This validated our journey map for relevant, branded communications. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/9e4b0621-6c98-4fad-aa1d-a7fa7b9ea31d/Stellantis_PivotalM_Ex9.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle - 2| Experience Pillars Need States We connected key business KPIs with deficits in customer awareness. We aligned key communication “pillars” across teams for greater planning. Measuring delight is challenging, so we map to customer empowerment, transparency and connection to brand. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/c588d915-ea23-49ad-8388-8f25063258f4/Stellantis_IntroJMap_CaseStudy7.jpg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle - 3| Pivotal Moments™ Definitions We converted analysis of customer and business research into defined customer triggers, emotions, routines and the outcomes of a moment. We connect teams to plan relevant communications on customer behavioral triggers, emotions, routines, influencers. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/ff783387-6761-43e1-bbf2-b1ba78ccc38f/StellantisMopar_Journey21.jpeg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle - 4| If/Then Use Cases Business use cases become if/then instructions. Customers do not always follow every business goal, so we plan. ”If” the customer doesn’t act, “then” we deliver planned messaging and cadence personalized to their purchase ownership, service and auto features. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/4e344a85-836d-4227-b3bb-481b4220b7d2/Stellantis+Ownership+Pivotal+Moment+Map+DeepFidelity+small+copy+2.jpg Enterprise CRM PLDC - Stellantis CRM Journey Orchestration Lifecycle - 5| Pivotal Moments™ Narrative empathy, channel touchpoints Tell memorable stories of a ”north star” experience to contextualize business aspirations with customer empathy. We connected touchpoints to various channels, business departments and influencers, such as family or friends that support this north star experience. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5e989c3d-5c6f-464a-9a29-877535dc74f2/Stellantis_QuantRep_57.jpeg https://www.joshnard.com/hospitality daily 0.75 2026-05-02 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/587e69ca-def8-4b12-8a34-e7f623a3a43f/Sunwing_CustomerJourney_Macro_Fin_SM.jpg Hospitality Products with Loyalty https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594781332-PDXBPAM3MVT9D58L8PUX/DRG_1.8_v1F_031615_Page_029.jpg Hospitality Products with Loyalty https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645165-651FPJMCLDJSNFTJMCPJ/MarriottStoryboard3.jpg Hospitality Products with Loyalty https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/f32ce41f-f475-410f-8782-d9e347a37666/Slide32.jpeg Hospitality Products with Loyalty https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/eb8216cc-9dd7-49f8-b76e-b2241d85a76d/Slide35.jpeg Hospitality Products with Loyalty https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/5fd3bc81-2700-44a2-a7d9-0b4b8dbfd2de/Sunw_AccelWorkshop_Recap_201004_NoL_Page_20.jpg Hospitality Products with Loyalty https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/762dfd21-c771-4846-b23b-03c737758b43/Sunw_AccelWorkshop_Recap_201004_NoL_Page_22.jpg Hospitality Products with Loyalty https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/96bfe40f-2259-4ed9-ad5e-9b79a924ad17/United_InFlight_Mobile_3AppDomiS1.jpg Hospitality Products with Loyalty https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/c1159c28-a8a8-425d-a887-7d87fbd5a1bf/SunwingCDP+StratAppr_112920+FinalCon23.jpeg Hospitality Products with Loyalty https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645135-65VQIORBRJ7RSMZQF15B/MarriottStoryboard4.jpg Hospitality Products with Loyalty https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b20a7247-b8ac-492e-a630-1a946190a6fd/United_WheelChair_Modern_Flow_20170619.jpg Hospitality Products with Loyalty https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/40907669-6e94-43ef-b4da-e9bd560a2f99/Amw_AmCartOutofInventory_CXAssessment-Blueprint_NoLogos+ISO+Barriers_Page_09.jpeg Hospitality Products with Loyalty https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645127-KNY2UYS9OCFED1XS4TZU/MarriottStoryboard2.jpg Hospitality Products with Loyalty https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645633-R9JJQJN5325NPKCN2UL9/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_104.png Hospitality Products with Loyalty https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/8dfc49d0-ba4c-47fd-8a5d-211207378b4f/Amway_IAFlowStructure_4threview_ContentAudit4.jpg Hospitality Products with Loyalty https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594644936-I2PV4GYQ00TPGMX6F4FN/MarriottStoryboard3.jpg Hospitality Products with Loyalty https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645155-TOXGV7NPAXZ68ELZN97N/MarriottStoryboard1.jpg Hospitality Products with Loyalty https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645202-35STH54WX4PJIJ88B3EA/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_038.png Hospitality Products with Loyalty https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645756-YXYCBZGBD9F6LN8Z3AG8/Marriott_IA_PURE_CRIS_App_100515.png Hospitality Products with Loyalty https://www.joshnard.com/hospitality/hospitality-loyalty monthly 0.5 2023-06-08 https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1618497259178-6XJGK9GR6YAVBQL5L519/20140301_Trade-151_012-2.jpg Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1607694583486-2PQT0LQ193RL7MCB6DX4/20140228_Trade+151_0046.jpg Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1607694644871-IC85FNH781UNZSZEGHDR/Aro+Ha_0428.jpg Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1607694583486-2PQT0LQ193RL7MCB6DX4/20140228_Trade+151_0046.jpg Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1618497259178-6XJGK9GR6YAVBQL5L519/20140301_Trade-151_012-2.jpg Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645456-LEN3RYLXYFZ9SO6338EY/Slide19.jpg Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645525-R6KECFEHCPCKT4X8YZ2Y/Slide19.png Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645640-AHTB831Q9YZM3PH3LG08/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_105.png Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645443-LUVDTBP61NQGA0164KIO/Slide20.jpg Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645549-ZV3YQO60S2VV5GBXLIJA/Slide20.png Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645624-DCY2HSV2HHR5O70FQB9E/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_101.png Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645473-FFGH1O0YP4ZKWHFANHXJ/Slide21.jpg Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645540-XHL6A6EOY1SZ3FPXJPQV/Slide22.png Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645609-DHIT3Y4D0NNC26JF5U6J/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_102.png Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645435-3N8GJ6N9YC2A2PSJNLZG/Slide22.jpg Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645569-ASD6GFVYNX52R4E7DT3E/Slide23.png Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645654-T77ARWDQ0544FU2FTTYI/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_103.png Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645559-A6VAZ05UP95DCOGY32LN/Slide24.png Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645633-R9JJQJN5325NPKCN2UL9/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_104.png Hospitality Products with Loyalty - Marriott Loyalty Sizing https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645406-Y3M2KT44UQ4KOKYCMIY2/Slide09.jpg Hospitality Products with Loyalty - Marriott Loyalty Sizing We identified three core areas for agent success https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645409-KBJN3Z0L15N02U09XQVV/Slide10.jpg Hospitality Products with Loyalty - Marriott Loyalty Sizing - Make it stand out We then looked at the reservations segments within the journey to measure https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645412-3QA27CHDLN18VQGHNQ1J/Slide08.jpg Hospitality Products with Loyalty - Marriott Loyalty Sizing We evaluated the call center agent lifecycle stages with a customer https://www.joshnard.com/hospitality/book-loyalty-ux monthly 0.5 2023-06-08 https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1607694583486-2PQT0LQ193RL7MCB6DX4/20140228_Trade+151_0046.jpg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1607694644871-IC85FNH781UNZSZEGHDR/Aro+Ha_0428.jpg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1618497259178-6XJGK9GR6YAVBQL5L519/20140301_Trade-151_012-2.jpg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1607694583486-2PQT0LQ193RL7MCB6DX4/20140228_Trade+151_0046.jpg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1618497259178-6XJGK9GR6YAVBQL5L519/20140301_Trade-151_012-2.jpg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645768-S2ZGZTCCXIYMKQZI512E/Marriott_IA_Reservations_ISO_100515b.png Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645958-P1ZOS3ND90HWW7QP1GLU/Slide3.jpeg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594646039-64DPFXZJDAECPPYIB5WB/Slide8.jpeg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594646180-77TC5TBQIKDGPJT77CSS/Wireframe-HomeScreen.jpg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645785-0FJ3BH6M7NYZ8IWQR7Y3/Marriott_IA_PURE_CRIS_App_100515b-Simple.png Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645938-OL3LDVJ9NY3JDGWA8ORD/Slide4.jpeg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594646135-26W1UQFT2WO4IFX0SW60/Slide9.jpeg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594646194-WQQNL1O21TJ8FIVZ9FWF/Wireframe-RoomSearch.jpg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645756-YXYCBZGBD9F6LN8Z3AG8/Marriott_IA_PURE_CRIS_App_100515.png Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645899-WHZDB26WB8U0HMDAX3X1/Slide20.png Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594646066-QOI0N9XINT315R6LOKOK/Slide11.jpeg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594646188-GG0CO8XDEM9CGGLRJNTN/Wireframe-HotelSearch.jpg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645800-1ROEKK29XUZ2R1RBGR6C/Marriott_IA_PURE_CRIS_App_100515b-Mapping.png Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645917-66N387ILBMIQ8KWNUE69/Slide22.png Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594646112-1XAHKQP0LO5M6HY1Y2Q0/Slide12.jpeg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645882-246BJYSQ7LH8I03E64TY/Slide23.png Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594646027-1SLHNPLQDPBGQD239F46/Slide13.jpeg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645869-NXV1OLI3I6KJ7AWG6XXZ/Slide24.png Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594646045-AL2Z1YGBYF5AT7B43EOD/Slide14.jpeg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594646097-G35EH7I3H4HPE8J0GJQD/Slide15.jpeg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594646119-KVW7WC35IPIUKQM94MVM/Slide16.jpeg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594646076-TNWYVDU9AO41KF32M1AZ/Slide17.jpeg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594646089-FHHDRB5IZ7JSVINFBPP6/Slide18.jpeg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594646057-BYCLQQCZY8GHMWPW60UM/Slide19.jpeg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645984-S6H07WIESSIILPUTW2V4/Slide08.jpg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX We evaluated the call center agent lifecycle stages with a customer https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645999-ICZ67PE5UYNLUHSNFZK1/Slide10.jpg Hospitality Products with Loyalty - Marriott Booking & Loyalty UX - Make it stand out We then looked at the reservations segments within the journey to measure https://www.joshnard.com/hospitality/journey-mapping monthly 0.5 2023-06-08 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594644932-DRFZ8S4CVOHI93R9XRH1/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_016.png Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594644936-I2PV4GYQ00TPGMX6F4FN/MarriottStoryboard3.jpg Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594644943-8KYTBEIFURU4YKL1M8CF/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_044.png Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594644948-P0EWW4VMY5H8H8DF0I14/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_105.png Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1618497259178-6XJGK9GR6YAVBQL5L519/20140301_Trade-151_012-2.jpg Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1607694583486-2PQT0LQ193RL7MCB6DX4/20140228_Trade+151_0046.jpg Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1607694644871-IC85FNH781UNZSZEGHDR/Aro+Ha_0428.jpg Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645037-S7SMAEYWQUPJ3HMIBXLO/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_016.png Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645155-TOXGV7NPAXZ68ELZN97N/MarriottStoryboard1.jpg Hospitality Products with Loyalty - Marriott Journey and Business Value Marriott Customer Journey Map https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645008-TO5D1GDQW05RWB6QHMU5/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_017.png Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645127-KNY2UYS9OCFED1XS4TZU/MarriottStoryboard2.jpg Hospitality Products with Loyalty - Marriott Journey and Business Value Experience Storyboard - Booking https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645242-A8J547W14SWHT0X0WBYU/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_036.png Hospitality Products with Loyalty - Marriott Journey and Business Value https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594645073-RKMYO1CZBJMEF4JW3OFR/Marriott_Pres_Final_20140930_BMCL_V2+2_Page_018.png Hospitality Products with Loyalty - Marriott Journey and Business Value 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Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674182-1Q5TDM7YRT2HCD9HKRYW/United_AO_DM_CSR_Customer+Resolution+V4N_Page_57.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674210-ZZ0IQSD8ON3L4POOIGON/United_AO_DM_CSR_Customer+Resolution+V4N_Page_58.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674253-X3IE03XFL0Y68B4291JX/United_AO_DM_CSR_Customer+Resolution+V4N_Page_60.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674279-ZJ4FT03I2H6L0CEIBT2U/United_AO_DM_CSR_Customer+Resolution+V4N_Page_62.jpg Product Enterprise Travel - Product - Service Resolution https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/f0aa195c-b87d-4245-91fa-d8e6ee6d10b6/United_ItMC_EarlyAeroWires.png https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b5f86a0b-c182-4a9f-8d6e-30ed45f443f9/IMG_7447.jpg Product Enterprise Travel - Product - Service Resolution - Make it stand out One of our Categorization exercise. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/3517c919-11df-43a8-941b-e46de8d9bfa9/IMG_7448.jpg Product Enterprise Travel - Product - Service Resolution Compensation outcome mapping https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/4848ccde-8f4e-494f-a47d-0748c62bc793/IMG_7467.jpg Product Enterprise Travel - Product - Service Resolution - Make it stand out Exploring potential decisioning, interactions https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/a43f6a01-b3c9-49e1-88f3-d25638758fab/United_ItMC_DecisionTree.png https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/6b175ecf-2dd3-4c16-89ac-018327cde579/United_ItMC_MindMap.png https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594673461-A8X3681HVD5CN3I9PHT4/Core4-PlaneDecal.jpg Product Enterprise Travel - Product - Service Resolution - Make it stand out Core4 Promise on an aircraft fuselage https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594673465-E7XF3XT2RENCXMFTW2OF/Core4-Conference2018.jpg Product Enterprise Travel - Product - Service Resolution 2018 United Airlines Supervisor Conference https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594673788-RGYL544YAFEZFO06BBMY/United+Airlines%27+Culture.jpeg Product Enterprise Travel - Product - Service Resolution - Forbes: How To Fix United Airlines' Culture Problem “United Airlines’ employees seem utterly incompetent. The recent dog death incident is only the latest in a string of situations in which United employees have screwed up. But the incidents don't reflect a competence deficit at the airline; they reveal a culture problem -- and United's leaders must take specific actions to fix it.” https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674461-QS9MSNZ2FOGHCAUU981Y/iPhone_1431-0344.jpg Product Enterprise Travel - Product - Service Resolution - CNBC: United Airlines is sending employees to compassion training The airline recently rolled out a new program called “core4.” Thousands of employees will go through an ambitious four-hour training session that aims to teach workers to be efficient (think on-time departures), ensure operations are safe and do it all with a smile. https://www.joshnard.com/travel/cx-gate-service-design monthly 0.5 2023-04-17 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671595-2VUIV24PQPHJU9LI3B4K/PodiumLite_AgentResearch_sm.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671599-KU785J0R1ZUQP7GVNP7K/file1.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671606-ZRKZ1NP7Y3EOR5BFSEDV/file1-2.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671610-D6G7FIVBDMBKUEI9A4VP/IMG_6739%2Bsm.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671613-W81HFCE819FQK3WKA21P/IMG_6959+sm.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671621-UB7YEZSLJ94REJETXQHF/Showcase1__Sm.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671627-JRAYSWUQA5G0HLQK3KET/AR_ORD_SquadPodsm.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671636-Y7UPQVSPRSAM328QLEKW/Prototype_PostTest.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671657-WZVIOANTRCK00BISCQQO/unsplash-image-qK6HAkB91Yc.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671660-HK1XRVT94WIASJ0RKE8L/IMG_7100.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671665-A8NQ4QKBMT9II5ZMYSNI/1669._2WS4006sm.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671673-ZC09C5U2Y1BEQN7485TX/unsplash-image-1-Osp6CvhXc.jpg Product Enterprise Travel - CX Gate Modernization 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Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672696-9TULKT248PMXH01NKW8K/United_CLE_innovation2.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672699-2SFLCU4Z3YLFISP7KXAA/United_CLE_innovation3.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672705-7CXYX6EJBUJG6RNMV1YE/United_CLE_innovation4.jpg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671779-DOMCLRGJGMXWHBDT8OLP/file2.jpeg Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672058-RZH3AFHAJ6019DH2DGJT/file-9.jpeg Product Enterprise Travel - CX Gate Modernization 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https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672422-1PM0PHAOTBL72EDDPEH3/United_AO_ATW_GateExperience_Page_17.png Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672440-RJA0NQIKCS13FI1TSC7W/United_AO_ATW_GateExperience_Page_18.png Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672499-H267WJA860CXOSVCOX89/United_AO_ATW_GateExperience_Page_19.png Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672458-9YN0HVDO2R3MWKFQDW26/United_AO_ATW_GateExperience_Page_20.png Product Enterprise Travel - CX Gate Modernization https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671654-PP2UBPSVP33XZAJCUPFX/PodiumLite_AgentResearch_sm.jpg https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672517-X6FQOXIZML8XUCC9ON2T/United_PodiumLite_CSRView_ANNO.jpg Product Enterprise Travel - CX Gate Modernization The new mobile podium experience allowed for flexibility in technology evolution and power requirements. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672522-3KNXJCN71JYGNE6IOKYK/United_PodiumLite_PodiumIntro1_ANNO.jpg Product Enterprise Travel - CX Gate Modernization The new podium design was modular in that it allowed legacy printers to eventually be removed with the base, allowing the “tulip” design to move where customers where. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672710-2C4K774Q44GS7AB5JAL9/ORD+2020+gates+rendering.jpeg https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/c499183b-edda-4812-93c9-251e0b18c4b4/United-Airlines-New-Gate-Area-Chicago-OHare-ORD-1.jpg Product Enterprise Travel - CX Gate Modernization - 2022 ORD Gates Redesign United testing new gate layout at Chicago O'Hare https://www.joshnard.com/travel/cx-wheelchair-workshop monthly 0.5 2023-05-24 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672758-4RV7CSW4KT2Y1HUSJZTW/IMG_3857.jpg Product Enterprise Travel - CX Wheelchair Research https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672863-FB7ZCIC62ZXB4VT2H1I3/United_AO_ATW_WCHR_ORDWorkshop_DRAFTv2_Page_01.png Product Enterprise Travel - CX Wheelchair Research https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672769-ZUNDNP4MFMKPYQWDMLEQ/IMG_3862.jpg Product Enterprise Travel - CX Wheelchair Research https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672895-18SXV5Q9CTPPZUNJ6GLA/United_AO_ATW_WCHR_ORDWorkshop_DRAFTv2_Page_02.png Product Enterprise Travel - CX Wheelchair Research 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Research https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672954-7PYYI1TLQE2SHB6VN3MK/United_AO_ATW_WCHR_ORDWorkshop_DRAFTv2_Page_09.png Product Enterprise Travel - CX Wheelchair Research https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672880-6QI7O5LBJQVRZPXGQH68/United_AO_ATW_WCHR_ORDWorkshop_DRAFTv2_Page_10.png Product Enterprise Travel - CX Wheelchair Research https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672918-XZEUVRA9295ZX1GXFVH4/United_AO_ATW_WCHR_ORDWorkshop_DRAFTv2_Page_11.png Product Enterprise Travel - CX Wheelchair Research https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672938-6TTY74PHHJMBYI1F9R8H/United_AO_ATW_WCHR_ORDWorkshop_DRAFTv2_Page_12.png Product Enterprise Travel - CX Wheelchair Research https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672820-2CQHMUJZ3GRZK9O82JL2/IMG_3854.jpg Product Enterprise Travel - CX Wheelchair Research Here a researcher discusses the feedback from the team. https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594672832-FXDWJUIOE10C53VHFUOR/WheelChair_UnitedAirlines.jpg Product Enterprise Travel - CX Wheelchair Research https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/b20a7247-b8ac-492e-a630-1a946190a6fd/United_WheelChair_Modern_Flow_20170619.jpg Product Enterprise Travel - CX Wheelchair Research The system processing flow between United Airlines request handling and 3rd party wheelchair contractors within the airport stages. https://www.joshnard.com/travel/baggage-workshop monthly 0.5 2023-05-24 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671374-38EOILG2M8W7PSYU3MKK/IMG_0181sm.png Product Enterprise Travel - Airport Baggage Research https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671439-2LOIZAPI6ZV2O7NIJ6Y3/United_AO_DM_EWRWorkshop_v3a_20171113_Page_01.png 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Research https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671542-79X0Q4NKM8U2SFZZLBYI/IMG_0140sm.png Product Enterprise Travel - Airport Baggage Research https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594671554-UF5RYLBBXQ88IQ7V16Q6/IMG_0184sm.png Product Enterprise Travel - Airport Baggage Research The research team having a post-workshop celebration https://www.joshnard.com/travel/business-cx-vision monthly 0.5 2023-05-24 https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674838-F9ENSP3GO9Y1ZZDW5XXX/UA_ATW_UMA_BoothMockupV3C_Left.jpg Product Enterprise Travel - Business CX Vision https://images.squarespace-cdn.com/content/v1/643b187127b2c448480b3fa1/1681594674889-J6TK7089J70LESIQGEM0/UMA_Feb2018_ParallaxStoryboard_V6A_Page_01.jpg Product Enterprise Travel - Business CX Vision 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