CX by Design

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

The CX by Design process: Weeks 3–10: Getting to work
The CX by Design process: Weeks 3–10: Getting to work 2000 600 Diana Sonis

This is the fourth article in our series explaining the collaboration process we follow with our clients. The first article overviewed our entire framework, and the second article explored why…

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  • Lis Hubert

CX 101: Applying human-centered design to business problems
CX 101: Applying human-centered design to business problems 1400 600 Lis Hubert

Now that we’ve discussed what human-centered design (HCD) is, let’s talk about practicalities. How can we use HCD to solve business problems? What role does it play in organizational success?…

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  • Lis Hubert

Are you getting the most out of your customer journey maps?
Are you getting the most out of your customer journey maps? 2560 1422 Lis Hubert

Our free downloadable customer journey guide can help! Let’s be honest – it’s not easy to create effective customer journey maps. You have to … Identify the correct part of…

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  • Lis Hubert

The CX by Design Process: Days 1–10: Defining the Problem
The CX by Design Process: Days 1–10: Defining the Problem 2000 600 Lis Hubert

We’ve talked about why clients call us in and what our process entails. At this point, we’ve had a preliminary consultation with our new client. Now we’re having our first…

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  • Diana Sonis

CX 101: What is human-centered design?
CX 101: What is human-centered design? 2000 600 Diana Sonis

In our last article, we said that CX and UX follow the principles of human-centered design (HCD). You’ve probably heard quite a lot about businesses “being human-centric” or “taking a…

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  • 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

10 Questions with Lis Hubert
10 Questions with Lis Hubert 2560 1707 Diana Sonis

1. What’s your role in CX by Design? I am one of the founding partners. Along with Diana, I’m responsible for the business operations. But more importantly (and more fun!),…

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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

10 Questions with Diana Sonis
10 Questions with Diana Sonis 2560 1707 Lis Hubert

1. What’s your role in CX by Design? I’m one of the founding partners here at CX by Design. Depending on the day, that could mean I’m fulfilling many roles.…

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  • Lis Hubert

CX 101: CX vs. UX
CX 101: CX vs. UX 1600 889 Lis Hubert

Previously in this series, we’ve answered the questions “What is CX?” and “What is UX?”. However, many professionals get CX and UX confused; some people even think they’re basically interchangeable.…

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