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.

Frost & Sullivan White Paper–CX Innovation Through Agile & DevOps

Organizations are continuously improving their CX systems in an effort to keep up with customer demands. Automation increases quality and accelerates innovation. Learn how adopting Agile/DevOps will accelerate innovation and exceed customer expectations.

What college should be about and why UX research is tough


Reading Time: 3 minutes Last week Patrick Donnelly and I were on the beautiful college campus of UC Santa Barbara.

Don’t Ask People What They Would Do: Just Watch Them Do It


Reading Time: 3 minutes Focus groups, user surveys and interviews, and opinion polls are all great tools, but they are not a substitute for user testing.

Mixed Reality Design: 8 Examples of Immersive Technology Changing the Customer Experience


Reading Time: 2 minutes As technology evolves into Mixed Reality, I am reminded of the words of renowned designer Michael Bierut: “Not everything is design. But design is about everything. So, do yourself a favor: be ready for anything.”

What I learned about Entrepreneurship from Competitive Surfing


Reading Time: 3 minutes I am no Kelly Slater. It wasn’t a tough decision as to whether I go to college or try my hand full-time on the pro tour. I went to college.

How Mid-Size Contact Centers are Adopting Cloud for CX Transformation

The combined forces of digital transformation, customer experience and cloud-based contact center products herald a new day for mid-market contact centers by meeting the unique needs and preferences of their business, including: security, control, functionality and speed.

Phygital Design: Inspiration for Blending the Physical with Digital


Reading Time: 2 minutes In their article “Physical fights back”, design firm, Fjord, addresses the changing role of design as technology becomes more advanced. No doubt, you have seen this trend in your daily experiences as well. Technology is increasingly integrated with every-day objects and life.

Brand is All About Experience


Reading Time: 3 minutes Some folks think brand is all about colors and fonts, logos and taglines, but that’s only a fraction of what constitutes a brand in the eyes and hearts of customers. Customers define brand through experience and experience is overwhelmingly influenced through interactions.

Mobile First Design? Not So Fast.


Reading Time: 3 minutes Mobile first design should start like an episode of A&E’s TV show Hoarders finishes with some asking the basic questions around need vs. want. Taking a de-cluttering philosophy and applying it to the web.

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.

Craft your Design Skills by Following these YouTube Channels


Reading Time: 3 minutes When it comes to design and development, there is always more to learn and new ways of seeing things. To keep a fresh perspective, brush up on skills and gain new ones, I follow several creators on YouTube.

eBook: Top 6 Benefits of Improving CX Assurance

More and more organizations understand the value of delivering a high-quality customer experience and investing in improving their CX assurance processes. Automating testing and monitoring, top the list of ways to improve their CX assurance efforts.

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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The Rise of UX Research Operations


Reading Time: 3 minutes In the recent years it has become widely accepted that customer experience (“CX”) plays a large role in revenue and market share amongst both B2C and B2B companies.

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Title Differentiation at Startups: Why a different approach makes sense


Reading Time: 3 minutes Every once in a while, I’ll see enterprise folks mentioning that startup roles are becoming nebulous. Front-end ninja, JS guru, or supreme leader of customer success hegemony to name a few.

How to Present User Test Findings Strategically With Video Highlights


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How to Create an Exceptional Customer Experience

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

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.

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.

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.

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.

Customer Experience Transformation in Telecoms

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

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?

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.

The Ten Commandments of Customer Service

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

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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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.

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.

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.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

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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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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2 Principles to Live By in Product Development


Reading Time: 3 minutes Being at the beginning of the product creation process always excites me. There is nothing quite like being on the team that brings thoughts and ideas from a whiteboard into a fully functional product.

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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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.