CX by Design

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

CX metrics part 5: Customer service metrics
CX metrics part 5: Customer service metrics 2560 1440 Diana Sonis

Learn how to harness customer service metrics to explore your CS efficiency, strengthen your customer relationships, and provide a better customer experience. This is the fifth article in our six-part…

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  • Diana Sonis

CX metrics part 4: Usability metrics and the user experience
CX metrics part 4: Usability metrics and the user experience 2560 1440 Diana Sonis

Learn how to choose usability metrics that provide information on the user experience – and the customer experience. This article, the fourth in our CX metrics series, demonstrates the link…

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  • Lis Hubert

CX Metrics Part 3: Process metrics and efficiency
CX Metrics Part 3: Process metrics and efficiency 2560 1440 Lis Hubert

Learn how business process metrics tie into the customer experience. This article, the third in our CX metrics series, gives examples of key process metrics and explains what they can…

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  • Lis Hubert

CX Metrics Part 2: Key Sales Metrics
CX Metrics Part 2: Key Sales Metrics 2560 1440 Lis Hubert

We explain how to use key sales metrics to understand your sales and revenue – and to shed light on your customer experience. This is the second post in our…

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  • Lis Hubert

CX Metrics Part 1: Customer Experience Metrics
CX Metrics Part 1: Customer Experience Metrics 2560 1440 Lis Hubert

Learn how to use customer experience metrics to track your CX progress and identify growth areas. This is the first article in our six-part CX metrics series. Metrics are no…

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  • Diana Sonis

Conversion Rate Optimization (CRO): 5 Ways To Get Started
Conversion Rate Optimization (CRO): 5 Ways To Get Started 1248 701 Diana Sonis

Conversion Rate Optimization (CRO) is a systematic process aimed at increasing the percentage of website visitors who complete a desired action, such as signing up for a trial, subscribing to…

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  • 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

CX 101: Customer Experience Research and Validation
CX 101: Customer Experience Research and Validation 2560 1440 Lis Hubert

Now that we’ve explained the differences between CX, UX, and HCD, let’s look at one of the most important parts of the CX process: research and validation. As practitioners of…

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  • Lis Hubert

The CX by Design process: Months 10+: Looking to the Future
The CX by Design process: Months 10+: Looking to the Future 2000 600 Lis Hubert

This is the sixth and final article in our series on the CX by Design process. It’s been ten months since we began our partnership with our client. We’ve gone…

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