User experience – or customer experience, as is our somewhat-broader focus – should lie at the heart of any organization. And there are several ways to help accomplish this, one of the most valuable being the incorporation of real users into design and development. Using examples from around the globe (US-based Walgreens, UK-based Zopa, and […]
As content strategist Erin Kissane (@kissane) explains in this interview (and elsewhere), an essential part of any content strategy is matching the content you create with what your user wants and needs. One thing more and more customers demand from an organization is access to content from any device they choose, raising the contentious issue […]
Over the past several years, we have seen a rising emphasis on design, creativity and holistic thinking in business to help us deal with an increasingly volatile, unpredictable and complex world. Change is everywhere and design’s most fundamental tasks is to help people deal with change.
The ubiquity of social, mobile and traditional technology presents a real opportunity for those bold enough to innovate in the digital world. Many innovative businesses have built outposts on digital channels. However, with all this innovation the challenge remains: For many, each channel still operates independently. Enter the world of the omnichannel approach.
Working as UX professional in an organization can bring many challenges. For example, having contact with customers may not be part of the organization’s culture. Or, leadership doesn’t have a clear vision and they don’t share it with the design team. Perhaps the team does not have a solid design process or its members are […]
The community of user experience design still struggles to get a foothold in large organizations. Contrary to business that proves profitability through price and marketing, UX must show that investments in UX equals increased conversion and/or better experiences, which then result in long-term effects on loyalty, trust, and profitability.
Investing in usability, user interface design and user experience pays off for many companies. And not just only for consumer electronics companies. Products and services are on a road to failure if important user aspects are not addressed properly. An article from Peter Eckert provides several compelling business cases showing investments in all things user […]
For those CX professionals concerned with numbers, market statistics regarding customer experience are relevant. Although the value of these statistics can be debated, they still provide some kind of indication on how organizations focus on providing better experiences for their customers. And there is money to be earned, because 86% of consumers will pay more […]
A revolution is now underway, a shift in dynamic that has changed the customer-business relationship forever. “Customer Experience Revolution” – a book about customer experience leadership written by Jeofrey Bean and Sean Van Tyne – is essential reading for anyone who wants to understand how businesses are evolving today.
Originated from the field of service design, the service blueprint is a great way to visualize all user interactions with a single service. But the blueprint has some disadvantages designing for experiences between touchpoints. An upgrade is needed. Designer Tyler Tate outlines the added value of cross-channel blueprints for designers focusing beyond individual websites.
Customers own their experiences with a company, its products and services. Many companies still have the perception of inside-out and have lots of ideas, thoughts and confictions of how customers think of them. Strategist Julie Hunt provides a convincing overview of reasons why a proper customer journey map of touchpoints customers interact with supports a […]
With the avalanche of new consumer technologies, everyday life is changing rapidly. People are not what they use to be. Empowered by these technologies, they now create, connect, consume, communicate, and contribute intensively.
Besides Design, there are several other organizational challenges regarding customer experience; two of which are Culture and Strategy. In his article with the thought-provoking title Culture Eats Strategy For Lunch, Shawn Parr explains the crucial role, value and relevance of an corporate culture and how customers directly experience this culture.
In early 2009, the Dutch government laid out new requirements for its federal agencies, aiming to put in place cost-savings and efficiency measures. For the UWV (‘Uitvoeringsinstituut Werknemersverzekeringen’) -the agency responsible for employment– these triggered the start of a series of organization-wide changes that would dramatically improve the way it served its clients.
Paul Hagen (a.k.a. @paulhagen), one of the customer experience professionals from Forrester gets lots of questions where to get started with customer experience in large firms.
