CX by Design

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

CX 101: When do you need a customer experience design consultant?
CX 101: When do you need a customer experience design consultant? 1400 600 Diana Sonis

In this series, we’ve covered a lot of CX basics. We’ve defined what CX is, described how to apply human-centered design to business problems, and even explored CX research. But…

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  • Diana Sonis

Are you struggling with CX growth? Our guide to establishing CX will help!
Are you struggling with CX growth? Our guide to establishing CX will help! 2560 1440 Diana Sonis

CX growth doesn’t happen overnight – or without a lot of planning, hard work, and patience. This article introduces our free whitepaper on establishing CX in your organization.    Do you…

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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

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

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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  • Diana Sonis

How do we innovate?
How do we innovate? 2560 1521 Diana Sonis

In Part 1 of this series, we discussed how to train your team to think with a customer-centric mindset. Part 2 focused on how to understand your customers. Here, in…

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  • Diana Sonis

How do we understand our customers?
How do we understand our customers? 2560 1707 Diana Sonis

In Part 1 of this series, we discussed how to train your team to think with a customer-centric mindset. Here, in Part 2, we’ll talk about how to understand your…

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  • Diana Sonis

How do we train our teams to think with a customer-centric mindset?
How do we train our teams to think with a customer-centric mindset? 2400 2149 Diana Sonis

We field a lot of strategic and tactical customer experience (CX) and user experience (UX) questions. Sometimes they’re from perspective or existing clients; sometimes from colleagues at conferences probing deeper…

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  • Diana Sonis

Why Customer Intentions Matter for Business
Why Customer Intentions Matter for Business 2560 1709 Diana Sonis

Designing software around customer intentions isn’t a controversial concept. Most business people agree that knowing what customers intend to do on a website or in an application, and providing customers…

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  • Diana Sonis

Competitive Analysis the Right Way
Competitive Analysis the Right Way 2560 1920 Diana Sonis

Competitive analysis is a staple, routine activity of business. People seem to believe that innovation sits somewhere between indiscriminately borrowing competitors’ ideas and stealing their best experience features, without regard…

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