CX by Design

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

What Is Website Navigation?
What Is Website Navigation? 2560 1920 Diana Sonis

Website navigation is a ubiquitous concept today. Customers expect to find whatever they’re looking for through the links at the top of the “homepage” or in the “hamburger” menu. Frustration…

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  • Lis Hubert

Establishing the Customer Experience: What Does it Mean For Your Business?
Establishing the Customer Experience: What Does it Mean For Your Business? 2560 1706 Lis Hubert

This is Part 3 in the Establishing the Customer Experience series. Part 1 discusses a holistic way to define Customer Experience. Part 2 touches on the elements that make up…

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  • Lis Hubert

Establishing the Customer Experience: What Does an Experience Entail?
Establishing the Customer Experience: What Does an Experience Entail? 2400 1350 Lis Hubert

This is Part 2 in the Establishing the Customer Experience series. Part 1 discusses a holistic way to define Customer Experience, and Part 3 touches on what Establishing the Customer…

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  • Lis Hubert

Establishing the Customer Experience: A Holistic Definition
Establishing the Customer Experience: A Holistic Definition 2560 1707 Lis Hubert

This is Part 1 in the Establishing the Customer Experience series. Part 2 discusses the elements that make up an experience, and Part 3 touches on what Establishing the Customer…

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  • Lis Hubert

Redefine “Customer” to Build a Great Business
Redefine “Customer” to Build a Great Business 2560 1707 Lis Hubert

If you build great customer relationships, you’ll build a great business. This advice is even more important in a post-COVID-19 business world. Why? Because businesses who are human-centered and choose…

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  • Diana Sonis

Business Opportunities in COVID-19
Business Opportunities in COVID-19 2560 1980 Diana Sonis

COVID-19 is not the problem you’re dealing with. Well, for businesses and gig workers who rely on in-person customer traffic, it is the problem. But, for a lot of businesses,…

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  • Lis Hubert

Why Your Business Needs a Shared, Customer-First Language
Why Your Business Needs a Shared, Customer-First Language 2560 1707 Lis Hubert

One question we hear often, especially during times of crisis, is: What is the one human-centered practice I can implement in my organization now to create the most impact? With…

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  • Diana Sonis

How To Be (or Become) Human-Centered in a Crisis
How To Be (or Become) Human-Centered in a Crisis 2560 1707 Diana Sonis

Originally, this was meant to be a different post. We wanted to celebrate companies that matter to our daily lives; those meaningful, human-centered businesses that make an impact in their…

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  • Lis Hubert

Being Human-Centered to Fortify Your Business
Being Human-Centered to Fortify Your Business 2560 1707 Lis Hubert

It’s no secret that your business contributes to the world beyond just servicing your customers. At no time has this reality been more evident than during the current coronavirus pandemic.…

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  • Diana Sonis

Identify Growth Opportunities Using Human-Centered Design
Identify Growth Opportunities Using Human-Centered Design 2560 1440 Diana Sonis

Human-Centered Design (HCD) is about understanding and meeting human needs in business, but how do you identify growth opportunities using Human-Centered Design?  As a business, you have customers (or at…

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