CX by Design

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

CX 101: What is UX?
CX 101: What is UX? 2560 1945 Diana Sonis

CX. DX. EX. UX. The business world is awash with Xs, and we’re not even counting the social media platform formerly known as Twitter. These Xs are all about experience:…

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  • Lis Hubert

CX 101: What is CX?
CX 101: What is CX? 2560 1696 Lis Hubert

Welcome to the series CX 101, where we answer common questions about Customer Experience and how it fits into your organization. Caring about the customer experience isn’t new; it’s been…

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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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  • Diana Sonis

How CX by Design does feedback loops
How CX by Design does feedback loops 2560 1707 Diana Sonis

Feedback loops are a huge part of successful CX. While all businesses know and understand the value of feedback, why are feedback loops in particular so important? And how do…

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  • Lis Hubert

Interview
Lis and Diana at Pace University
Interview
Lis and Diana at Pace University 1864 1264 Lis Hubert

So, tell us about your new program at Pace University. What will you be teaching? Lis: We’re excited to teach Pace’s UX Capstone Project! The goal of the course is…

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  • Diana Sonis

How CX evolves over time
How CX evolves over time 1200 600 Diana Sonis

Businesses are living things. They start off small, add skills and expertise, make a few missteps, and work towards success and improvement. Every business team has to evolve to meet…

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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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