CX by Design

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

The CX by Design Process: How We Work
The CX by Design Process: How We Work 1200 800 Lis Hubert

One 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…

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  • Lis Hubert

Interview
Lis and Diana at Pace University
Interview
Lis and Diana at Pace University 1864 1264 Lis Hubert

So, 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…

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  • Lis Hubert

Decoding the 10 Factors Affecting Customer Satisfaction in Retail
Decoding the 10 Factors Affecting Customer Satisfaction in Retail 1600 1067 Lis Hubert

Understanding 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.…

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  • Lis Hubert

Understanding and Mapping the Retail Customer Journey
Understanding and Mapping the Retail Customer Journey 2560 1707 Lis Hubert

Understanding 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.…

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  • Lis Hubert

The Customer Journey: What It Is and Why It Matters
The Customer Journey: What It Is and Why It Matters 2560 1707 Lis Hubert

This 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…

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  • Lis Hubert

To Gain Buy-In for CX, Use ‘Why’
To Gain Buy-In for CX, Use ‘Why’ 2560 1706 Lis Hubert

With 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…

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  • Lis Hubert

What Matters Most
What Matters Most 2560 1709 Lis Hubert

This 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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  • Lis Hubert

Creating Long-Term CX Gains
Creating Long-Term CX Gains 2560 1708 Lis Hubert

In Part 1 of this series, Limitless Capabilities, we showcased what business and customer experience leaders are facing in choosing from our world’s many Artificial Intelligence solutions. The main points…

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  • Lis Hubert

Limitless Capabilities
Limitless Capabilities 2560 1920 Lis Hubert

Customer Experience (CX). Artificial Intelligence (AI). At first glance, they can seem like opposing concepts. CX focuses on creating human-centered experiences that meet customer intentions and delight our customers. AI…

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  • Lis Hubert

Event Replay: Forget the Trail of Breadcrumbs
Event Replay: Forget the Trail of Breadcrumbs 2560 1791 Lis Hubert

Last October, we announced an upcoming webinar for Interact Global 2021. The webinar was the latest in our series on using customer intentions to design more human businesses and experiences.…

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