We all engage with brands in search of value. But for any brand, pinpointing and delivering on the value customers seek, and doing it consistently, can be daunting – customer needs […]
The X Factor: CX and WX Learnings From Our Pandemic Journey Study
Seven months ago, the COVID-19 pandemic thrust companies into a departure from the norm, forcing them to rapidly restructure the experiences they use to engage customers and employees. Since then, […]
Customer Experiences in a Digital World
Disruption creates opportunities to rethink the value we deliver to our customers and internal teams. COVID-19 has forced businesses to examine our relationship with customers and the experiences (CX) that surround the products and services that were once unshakable. More than ever, digital experiences (DX) and products are inextricably linked to the physical experiences we have every day. By rethinking the entire customer experience, we undercover opportunities to weave new value through digital products.
Picking the Right Resolution to Design Your Customer Experience
The most critical and stressful part of customer experience design is the very beginning: do you take a broad, high-level view or a narrow, focused view of the customer journey? […]