1. What’s your role in CX by Design? I’m one of the founding partners here at CX by Design. Depending on the day, that could mean I’m fulfilling many roles.…
read morePreviously in this series, we’ve answered the questions “What is CX?” and “What is UX?”. However, many professionals get CX and UX confused; some people even think they’re basically interchangeable.…
read moreWelcome to the series CX 101, where we answer common questions about Customer Experience and how it fits into your organization. Caring about the customer experience isn’t new; it’s been…
read moreOne of the first things people ask us about the CX process is “How does it work?”. We get this question from prospective clients, business contacts, and basically anyone who…
read moreSo, tell us about your new program at Pace University. What will you be teaching? Lis: We’re excited to teach Pace’s UX Capstone Project! The goal of the course is…
read moreUnderstanding the factors affecting customer satisfaction is vital to providing excellent customer experience. In this article, we’ll examine 10 critical customer satisfaction factors that range from prices to online reviews.…
read moreUnderstanding the customer journey in retail is a little different than understanding the customer journey in general – especially when you’re creating a customer journey map for a physical store.…
read moreThis is the first in a two-part series on understanding the customer journey. In the first part, we’ll explain what a customer journey is and why it’s important. In the…
read moreWith so much evidence proving the competitive advantage of improved customer experiences, you’d assume that gaining buy-in for CX from management would be a simple task. Those of us in…
read moreThis series looks at the advent of AI and its effect on CX. In Part 1, we discussed AI’s seemingly limitless capabilities for our businesses. In Part 2, we shared…
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