CX by Design

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

Retail Optimization: 5 Steps to Better Store Operations
Retail Optimization: 5 Steps to Better Store Operations 2000 600 Diana Sonis

Retail stores throughout the world face tough competition, tight margins, and a rapidly evolving industry. In this article, we examine how retail optimization can improve store operations and reduce costs…

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  • Diana Sonis

The CX by Design process:
Day 0 – Questioning the customer journey
The CX by Design process:
Day 0 – Questioning the customer journey 1600 889 Diana Sonis

Our first article in this series was a high-level overview of the CX by Design process. From here on out, we’re going to take a detailed look at each stage…

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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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  • Diana Sonis

How to Improve the Retail Customer Experience in Stores
How to Improve the Retail Customer Experience in Stores 1125 750 Diana Sonis

For a brick-and-mortar retailer, deciding how to improve the retail customer experience is like putting a puzzle together – there are a lot of parts, and everything has to fit…

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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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  • Diana Sonis

Customer Journey Map: What It Is and How to Make One
Customer Journey Map: What It Is and How to Make One 2560 1302 Diana Sonis

In Part 1 of this two-part series, we discussed why it’s important to understand the customer journey and its different stages. In this part, we’ll explain how to build a…

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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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