CX by Design

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

Using a Now-Next-Later Framework to Prioritize CX Goals
Using a Now-Next-Later Framework to Prioritize CX Goals 2560 1440 Diana Sonis

When we’re working with a new client, we’re often met by a mountain of CX goals – and then by budget and time constraints that make it impossible to implement…

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  • Diana Sonis

The CX by Design process: Months 3–10: Prioritizing problems and establishing CX foundations
The CX by Design process: Months 3–10: Prioritizing problems and establishing CX foundations 2560 1440 Diana Sonis

Welcome to the fifth article in our series explaining the CX by Design process – how we partner with our clients and help them solve their complex business and CX…

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  • 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

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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