CX by Design

Our latest thinking on how you can create meaningful customer connections.
  • Lis Hubert

Balancing Innovation & Customer Needs
Balancing Innovation & Customer Needs 2560 1440 Lis Hubert

When you innovate, does it align with customer needs? Learn why technical growth needs to be balanced with customer needs. Most companies place a high value on creating a great…

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  • Lis Hubert

Good CX Is Money in the Bank
Good CX Is Money in the Bank 2560 1440 Lis Hubert

What’s the real return on improving your customer experience? Find out CX’s value – and how to harness it – in this article. CX can be a tough sell in…

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  • Lis Hubert

Using the 80/20 rule for CX success
Using the 80/20 rule for CX success 2560 1440 Lis Hubert

Many of you have heard of “the 80/20 rule”. We refer to this term a lot, because it’s something we use a lot. We even called it out in our…

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  • Lis Hubert

CX Metrics Part 3: Process metrics and efficiency
CX Metrics Part 3: Process metrics and efficiency 2560 1440 Lis Hubert

Learn how business process metrics tie into the customer experience. This article, the third in our CX metrics series, gives examples of key process metrics and explains what they can…

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  • Lis Hubert

CX Metrics Part 2: Key Sales Metrics
CX Metrics Part 2: Key Sales Metrics 2560 1440 Lis Hubert

We explain how to use key sales metrics to understand your sales and revenue – and to shed light on your customer experience. This is the second post in our…

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  • Lis Hubert

CX Metrics Part 1: Customer Experience Metrics
CX Metrics Part 1: Customer Experience Metrics 2560 1440 Lis Hubert

Learn how to use customer experience metrics to track your CX progress and identify growth areas. This is the first article in our six-part CX metrics series. Metrics are no…

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  • Lis Hubert

CX 101: Customer Experience Research and Validation
CX 101: Customer Experience Research and Validation 2560 1440 Lis Hubert

Now that we’ve explained the differences between CX, UX, and HCD, let’s look at one of the most important parts of the CX process: research and validation. As practitioners of…

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  • Lis Hubert

The CX by Design process: Months 10+: Looking to the Future
The CX by Design process: Months 10+: Looking to the Future 2000 600 Lis Hubert

This is the sixth and final article in our series on the CX by Design process. It’s been ten months since we began our partnership with our client. We’ve gone…

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  • Lis Hubert

Don’t be afraid of CX
Don’t be afraid of CX 2560 1440 Lis Hubert

When I embarked on my journey as a Customer Experience pro nearly two decades ago, I was filled with a sense of discovery and potential. In this field, I saw…

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  • Lis Hubert

CX 101: Applying human-centered design to business problems
CX 101: Applying human-centered design to business problems 1400 600 Lis Hubert

Now that we’ve discussed what human-centered design (HCD) is, let’s talk about practicalities. How can we use HCD to solve business problems? What role does it play in organizational success?…

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