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  • What's a Customer Ecosystem?

    by Ronni Marshak

    Patricia Seybold coined the term "Customer Ecosystem" in 2008. She defines it this way: "A customer ecosystem occurs when an entire network of individuals and organizations are intentionally (or serendipitously) aligned to ...

    Mar. 25, 2023
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  • Who Invented Customer Scenario Mapping?

    by Patricia Seybold
    Patricia Seybold and Ronni Marshak were the co-inventors of Customer Scenario Mapping. This method was co-designed with our customers in 1995 and has evolved since then. Unlike Customer Experience Mapping or Customer ...
    Mar. 25, 2023
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  • Looking for Customer Innovation in 2023

    by Patricia Seybold

    Which companies really practice customer innovation these days? Very few. New businesses and industries typically emerge based on an accurate perception of an unfilled customer need, or a great new transformative invention. ...

    Jan. 20, 2023
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  • Why is CX so Hard in Health Care?

    by Patricia Seybold

    In the health care field, we call it "Patient Experience" and we measure patients' health outcomes as well as wait times, costs, delays, and mis-diagnoses and/or inability to diagnose and heal conditions ...

    Jan. 20, 2023
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