CX by Design

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

To Gain Buy-In for CX, Use ‘Why’
To Gain Buy-In for CX, Use ‘Why’ 2560 1706 Lis Hubert

With so much evidence proving the competitive advantage of improved customer experiences, you’d assume that gaining buy-in for CX from management would be a simple task. Those of us in…

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  • Lis Hubert

What Matters Most
What Matters Most 2560 1709 Lis Hubert

This series looks at the advent of AI and its effect on CX. In Part 1, we discussed AI’s seemingly limitless capabilities for our businesses. In Part 2, we shared…

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  • Lis Hubert

Creating Long-Term CX Gains
Creating Long-Term CX Gains 2560 1708 Lis Hubert

In Part 1 of this series, Limitless Capabilities, we showcased what business and customer experience leaders are facing in choosing from our world’s many Artificial Intelligence solutions. The main points…

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  • Lis Hubert

Limitless Capabilities
Limitless Capabilities 2560 1920 Lis Hubert

Customer Experience (CX). Artificial Intelligence (AI). At first glance, they can seem like opposing concepts. CX focuses on creating human-centered experiences that meet customer intentions and delight our customers. AI…

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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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