CX by Design

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

How to Improve the Retail Customer Experience in Stores
How to Improve the Retail Customer Experience in Stores 1125 750 Diana Sonis

For a brick-and-mortar retailer, deciding how to improve the retail customer experience is like putting a puzzle together – there are a lot of parts, and everything has to fit…

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  • Lis Hubert

Understanding and Mapping the Retail Customer Journey
Understanding and Mapping the Retail Customer Journey 2560 1707 Lis Hubert

Understanding the customer journey in retail is a little different than understanding the customer journey in general – especially when you’re creating a customer journey map for a physical store.…

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  • Diana Sonis

Customer Journey Map: What It Is and How to Make One
Customer Journey Map: What It Is and How to Make One 2560 1302 Diana Sonis

In Part 1 of this two-part series, we discussed why it’s important to understand the customer journey and its different stages. In this part, we’ll explain how to build a…

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  • Lis Hubert

The Customer Journey: What It Is and Why It Matters
The Customer Journey: What It Is and Why It Matters 2560 1707 Lis Hubert

This is the first in a two-part series on understanding the customer journey. In the first part, we’ll explain what a customer journey is and why it’s important. In the…

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