Earlier this week I had the opportunity to attend Forrester's journey mapping workshop in their San Francisco office. It was a great mix of content and group exercises to give everyone hands-on experience mapping the journey of a customer. We had a pretty impressive journey map by the end of the afternoon!

Outperforming your competition in a rapidly changing business climate requires a trifecta of humility, adaptability, and agility.

Humility helps you realize that perfection is a moving target and that success requires continuous evaluation and adjustment. (Or, in the immortal words of the band Kansas, "If I claim to be a wise man, it surely means that I don't know.") This honest assessment clears the path for the next two key performance indicators.

There's a task that's universal in the vast majority of office work environments: reviewing documents, especially with a group. We do this all the time in marketing — with agencies, in team meetings, and when presenting mockups, brochures, and web pages to executives.  In most cases, the process is woefully inefficient.

I admit it. I'm addicted to pens and paper. I have specific pens that I use for lists, others that I use for sketching, some for work, some for personal use, some that I keep in my bag, and so on. I know what you're thinking: yes, I work for a tech company! But I love the feel of pen on paper. The colors help me stay organized. And I'm just a highly visual person. What can I say? It's my thing.