CJM Series, Part 3: 5 Pitfalls of Customer Journey Mapping and How to Avoid Them


Reading Time: 3 minutes You’ve overcome objections to journey mapping, gathered the necessary resources, and organized a team to tackle the project. Now what? It’s time to begin mapping, but don’t fall victim to these 5 pitfalls: 1) Lack of scope.

How to Support the Customer Experience Across the Organization


Reading Time: 2 minutes CX is not a department or a discipline. It’s religion. And that means you have to have believers from top to bottom and across every function.

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B2B Customer Experience: 3 Tips to Take From the B2C Playbook


Reading Time: 2 minutes Earlier in the week we talked about sticking to the fundamentals and how B2C has led the way in prioritizing customer experience. Now its time for us to take a page from their playbook!

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5 Chilling Design Mistakes that Create a Horrifying Customer Experience


Reading Time: 2 minutes If you’re not spooked by zombies, vampires or ghosts, then you might get a fright from common UX design mistakes that can seriously impact the customer experience.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

React Challenge: Working with draggable and resizable components


Reading Time: 4 minutes One of our popular features is the ability to create clips from research videos. A given research session has a handful of key observations that showcase the customer’s pain point or highlight.

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Dishonest Design Comparisons: Giving Enterprise Designers a Fair Shake


Reading Time: 3 minutes The most dishonest meme in all of design is the “Your Companies App” labeling a clunky digital interface with tons of buttons and that of Google with just a search bar and Apple with just a button.

How to Present User Test Findings Strategically With Video Highlights


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3 Steps to Building Buy-In for UX at your Company


Reading Time: 3 minutes You can be a part of a brilliant UX team, truly brilliant—skilled, knowledgeable, a team that drinks in giant, thirsty gulps from the UX Kool-Aid fountain—but you can’t win at UX if your activities and successes are accomplished in a domain silo or done in secret.

Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

Sneaking into High Tech SaaS Leadership: A Strategic Path to Earn Your Golden Ticket


Reading Time: 4 minutes Here’s some advice on picking your trajectory in the high-tech startup scene if you didn’t go to MIT, Harvard, or Stanford.

Vlog Series Part III: Digital Transformation & The Customer Experience


Reading Time: 3 minutes Chris: So, now that we’ve built a journey map, and we’ve validated with customers, we’ve interviewed them, we understand their needs and desires; how do you improve it and know that you’re actually improving their experience? Kirsty: Sure.

6 Things You Need to Know About Personas


Reading Time: 3 minutes Personas are models of user types and are a critical part of the UX design process.

This Spring, Clean-Up Design Debt


Reading Time: 3 minutes It’s time to dust-off the cobwebs, break out the Windex and put some elbow grease into making all things seem shiny and new again. When it comes to design, that means polishing design debt.


Choose an Experience You Can Sell: Joining a Startup vs Earning an MBA


Reading Time: 3 minutes When I’m at a party or meeting new people and they hear I work at a startup and got a master’s degree in finance, one question comes up more than any other: Should I join a startup or get an MBA?

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Shift to a Customer-Focused Gear: Top 4 Benefits and How to Get Started


Reading Time: 3 minutes One of the common, early missteps companies make when they try to re-focus an organization toward supporting CX goals is a failure to adopt the customer perspective. You have to walk the walk, not just talk the talk.

Vlog Series, Part IV: Digital Transformation & The Customer Experience


Reading Time: 2 minutes Chris: Can you give an example for audience of the impact of qualitative data and how you’re using that at HootSuite and correlating that with your experience? Kirsty: Absolutely.

5 Things You Need to Know About Touchpoints


Reading Time: 3 minutes Many in the CX space like to talk about touchpoints—a lot. Touchpoints are an important term, but like so many business words, they can easily flow from “word” to “buzzword” in a blink of an eye.

Vlog Series Part II: Digital Transformation & The Customer Experience


Reading Time: 4 minutes Chris: What’s the next step? How do you use that persona to improve your customer experience? Kirsty: Sure.

Customer Experience Transformation in Telecoms

Transforming CX: Critical success factors mobile operators are looking for.

Video Is Now Big Data, Too


Reading Time: 2 minutes If you’re like most, the phrase “big data” probably conjures up thoughts of giant databases being flooded with torrents of real-time data such as all the purchases in a grocery store chain or all the Web searches in the past 24 hours.

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B2B Customer Experience (CX): 5 Steps to Winning the Whole Enchilada


Reading Time: 3 minutes The challenges and complexity of B2B transactions are well documented, and include the following The stakes are higher: The stakes are higher at every B2B touch point because B2B transactions are typically lower volume/higher value.

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CX of Nuclear Warning Systems: Design for Failure


Reading Time: 3 minutes I spent the early part of my career working on critical nuclear systems where the plant (machine) would serve up information and warnings to the operator (human) in order to help the operator make complex decisions fast.

Love Your B2B Product: 4 Partners that Make a Magical Design Match


Reading Time: 4 minutes On this Valentine’s Day when so many are professing their love, why not give your B2B product a little love as well?

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The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel.

CJM Series, Part 1: Building Alignment through Customer Journey Mapping


Reading Time: 3 minutes Start by asking yourself one question: Does everyone in my organization understand the needs of our prospects and customers during every stage of their journey?

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Vlog Series Part 1: Digital Transformation & The Customer Experience


Reading Time: 2 minutes Watch our Video on Digital Transformation & The Customer Experience or Read below for the full Transcript of the interview: Chris: What does customer experience mean to you?

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3 Ways to Reduce Support Tickets through CX


Reading Time: 3 minutes Customers Seek Help in Support Channels When the CX Fails Sometimes a customer calls a support line because they need a bit of handholding. They need to be nudged in the right direction to find the answer they need, or they need a quick resolution to a manageable problem.

Don’t Trust What Your Users are Saying


Reading Time: 3 minutes It’s been one week since you released the feature your customers have been requesting for over a year. As the product owner, you feel dread as you look at the analytics and see a low adoption rate. You’re left wondering, “Why is adoption so low if this feature was always requested in all of our […]. The post Don’t Trust What Your Users are Saying appeared first on truthlab. Customer Experience Design Ideas

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Does Your B2B Organization Find Much Value in NPS?


Reading Time: 1 minute I am an avid reader of @btemkin of the Temkin Group and most of you have probably read a lot of his fantastic content. Bruce recently posted about a subject I feel passionate about and had to pass it on to you. Do Companies like Net Promoter Score?

Net Promoter Score is Not an Effective Customer-Centric Strategy for B2B Companies


Be Bold & Push Boundaries in 2018: Design Trends that are Authentic, Vibrant & Sophisticated


Reading Time: 2 minutes In my last post, I shared some top design trends for 2018. While that article spoke more to product and technology design, this article addresses visual and delightful design.

B2B Customer Experience: Focus on the Fundamentals


Reading Time: 3 minutes When you’re trying to move the dial and improve CX in B2B environments, don’t think about trending ideas or buzzwords. Instead, focus on fundamentals.

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How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.

Sweat the Small Stuff: Reframe for Good CX Design


Reading Time: 2 minutes Anyone that I’ve ever worked with knows I sweat the small stuff – when it matters – and it matters most of the time.

The Unintended (and Sometimes Hilarious) Consequences of Design


Reading Time: 1 minute Has it happened to you? The shock or surprise of an unexpected result? As designers we make every effort to consider every use-case, every outcome, every possibility. Yet, we are human and prone to mistakes.


2018 Design Trends: The Crystal Ball & How B2B Companies Can Work With It


Reading Time: 4 minutes 2018 is set to be yet another exciting year for Design.

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The Heuristic Evaluation: Do It Right or Don’t Do it at All


Reading Time: 3 minutes Sometimes there’s just no time to do all the right things.

5 Customer Satisfaction Templates You Can Use Right Away

Begin or improve your customer satisfaction program with these 5 ready to use templates.