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Ask usDesign thinking can assist knowledge management professionals in comprehending the requirements of their internal customers (i.e., end-users) and devising innovative…
To kick off 2025, APQC surveyed knowledge management experts and practitioners to determine their highest priorities and top objectives. This infographic highlights the top…
APQC conducted its annual research survey in early 2025 to determine Knowledge Management professionals' top objectives and priorities. The survey asked KM respondents to…
Customer journey maps are one technique organizations use to merge customer-centricity, data, and process to drive improvements. This infographic helps organizations better…
Leading organizations use customer journey mapping to turn customer data into actionable insights. In this article, you will learn about the key features and benefits of…
Leading organizations use customer journey mapping to turn customer data into actionable insights. A customer journey map is a depiction of a customer’s key interactions with…
Frameworks and methods from customer experience management (CXM), business process management (BPM), and design thinking (DT) had been utilized in several Endress+Hauser…
The customer experience is critical to the success of your organization, but do your business processes reflect that importance? In a breakout session from APQC’s 2022…
APQC’s Mercy Harper talks with Bob Berry, principal at AnswerLab and founder of ItsTheUsers.com, about tactics and best practices for improving internal user experiences. For…
