CX by Design

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

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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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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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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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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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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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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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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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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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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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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