CX by Design

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

Innovation Through Iteration
Innovation Through Iteration 2560 1625 Diana Sonis

Innovation in companies is tricky. There are rarely brand new ideas. What we often deal with are old ideas with a new twist. Knowing this,  we see the best results…

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  • Diana Sonis

Adopting a beginner’s mindset as an experienced employee
Adopting a beginner’s mindset as an experienced employee 2560 1940 Diana Sonis

We work with many established businesses full of well-meaning people who want to innovate. But, they’re stuck.  This “stuck-ness” comes from knowing the product/service/process too well. Having developed the institutional…

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  • Diana Sonis

Create a Human-Centered Business in 2020
Create a Human-Centered Business in 2020 2560 1707 Diana Sonis

There is a food store in the U.S. that is so popular the checkout lines often wrap around the store, spilling onto the street. The company doesn’t do much marketing,…

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  • Lis Hubert

The Importance of Making Meaningful Business
The Importance of Making Meaningful Business 2560 1707 Lis Hubert

Can a business bring greater meaning to your life? Think about it. Has there ever been a product, service, or company that has enriched your life and the lives of…

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  • Diana Sonis

On The Road To Systemic Innovation: What NOT to do.
On The Road To Systemic Innovation: What NOT to do. 2448 3264 Diana Sonis

This is Part 3 in the On The Road To Systemic Innovation series. Part 1 discussed whether your organization is set up for innovation in the first place, and Part…

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