Truthlab

What is Digital Engagement?

Truthlab

Customers drive your business, and their happiness supports your business. Making your customers happy starts within your business, meaning you have full control over the situation.

Who Should Take Product Experience Ownership?

Truthlab

What exactly is Product Experience? Product Experience (PX) is defined as the general customer perception, expectations and valuation of a company’s product or service during the course of its use in various applications. (PX)

How to Support the Customer Experience Across the Organization

Truthlab

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

Truthlab

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.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica whitepaper to learn how important conversational AI is to your CX strategy.

What is the difference between User Experience (UX) and Customer Experience (CX)?

Truthlab

In order to understand the difference between User Experience (UX) and Customer Experience (CX), it is necessary to clearly define each concept. UX is concerned with how a person, or User , deals with, and responds to, a company’s product.

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

Truthlab

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

Truthlab

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.

Do your customers a favor and give them back their time

Truthlab

If you’re a professional athlete, shaving just a few seconds off your best time can be the difference between winning and losing. The same can be said about saving a customer time along the product experience journey. Brand value is no longer measured exclusively in terms of value for the dollar.

International User Testing is Critical

Truthlab

Reading Time: 3 minutes You’ve developed a great product, tested and refined how it works, and successfully strategized how to get it into the hands of buyers.

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The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

Falling Under the Magic Spell of NPS Undermines a Focus on Quality Customer Experience (CX)

Truthlab

Do you have a good Net Promoter Score (NPS)? Great, but that’s not enough. Dig deeper if you want great end-to-end customer experience (CX). Dig deeper if you’re going to retain those “promoters” and convert those “detractors” into satisfied customers.

Defining Customer Experience: More Than the Sum of Its Parts

Truthlab

While defining customer experience can be tricky, there’s no denying that it is important. Improved customer experience can lead to increased revenue and repurchasing behavior (Experience Matters, 2018).

Optimizing for an Omni-Channel Experience

Truthlab

Users encounter your organization across multiple channels every day: desktop, mobile, offline, and back again.

5 Ways to Improve Your B2B Customer Digital Engagement

Truthlab

Engaging your customers across all channels is a requirement these days to keeping your customers happy, and customer digital engagement starts within your organization.

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Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

7 Examples of Survey Bias and How to Minimize It

Truthlab

Survey bias is the tendency for some extraneous factor to affect survey results in a general, systematic way so the that results are “pushed” or “pulled” in a specific direction that is different from the target population as a whole (Alreck & Settle, 2004; Fowler, 2013).

4 UX Research Data Types and How to Collect Them

Truthlab

Surveys are expensive and time consuming to develop, run and analyze. After a survey has closed, there’s not much that can be done about a confusing question or data types you want to analyze in a specific way that were not collected.

Setting the Stage: 6 Steps to Prepare for Analyzing Open Response Survey Questions

Truthlab

Open-response survey questions are a great way to gather exploratory data. They are often most useful during preliminary research when researchers don’t know what options to give respondents for a forced-choice question.

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Analyzing Survey Data: Mean Measurement

Truthlab

When analyzing your survey, there are nearly infinite ways to look at your data. It may be helpful to think about different types of data in terms of how they can be measured to determine central tendencies of each.

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

Analyzing Survey Data: Median Measurement

Truthlab

When analyzing your survey, there are nearly infinite ways to look at your data. It may be helpful to think about different types of data in terms of how they can be measured to determine central tendencies of each.

Analyzing Survey Data: Mode Measurement

Truthlab

When analyzing your survey, there are nearly infinite ways to look at your data. In our last article, we reviewed the types of data you may encounter. Now, we will examine the measurement of those data types.

Great Survey Design: 4 Ways to Build a Better Mouse Trap

Truthlab

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Press Release: Truthlab Reports Strong New Customer Growth and Launches HEAP for Colleges

Truthlab

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A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

10 Key Components to Include in Your B2B UX Testing Checklist

Truthlab

When starting a new project, there is a lot to prepare for. You need to know what type of usability testing you are doing, how many people you test with, what tools will be best for the job, how to best present findings so internal teams will be receptive to changes. Here are 10 steps […].

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Vlog: Making B2B Products More Human

Truthlab

Truthlab Technical Co-Founder talks about how B2B products are becoming more human with the rise of customer experience. Transcript. 00:03. My name is Scott Hutchins, I’m technical co-founder here at Truthlab. I’m a serial entrepreneur and an engineer. 00:08. It’s an exciting time here at Truthlab.

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Video Is Now Big Data, Too

Truthlab

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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Dishonest Design Comparisons: Giving Enterprise Designers a Fair Shake

Truthlab

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.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

B2B Differentiation: Strategic Steps to ‘Building Buy’ in the Experience Economy

Truthlab

Can experience be commoditized? Are we already there in the B2B Experience Economy? How will we know when the process of intentional experience design evolves from being a product differentiator to something that is an expected part of the total package?

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What I learned about Entrepreneurship from Competitive Surfing

Truthlab

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.

The Rise of Human Factors in Mainstream Education

Truthlab

Reading Time: 3 minutes Trying to find the UX-type accredited degree programs is often like trying to find a needle in a haystack.

Craft your Design Skills by Following these YouTube Channels

Truthlab

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.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

5 Things You Need to Know About Touchpoints

Truthlab

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.