Alert: CXPA offices will be closed for the Thanksgiving holiday on Thursday, November 26th and Friday November 27th.
Digital experiences are a crucial part of your Customer Experience, especially during the pandemic. Some organizations are excelling, while others could use some work. No matter where you fall on that spectrum, we have some essential considerations for designing your digital experience in the...
Oscar Wilde's famous quip shapes my marketing philosophy, "There is only one thing worse than being talked about, and that is not being talked about." One of the reasons the brilliant quote rings true is because of the concept of Priming. When you bring attention to things, it influences how...
This is part three of a four-part series of posts about the components of a world-class CX function. I began last week with an overview of the structure. Since then I’ve posted on CX strategic alignment and your Voice of the Customer program. We come now to the action part of this series...
I'm obsessed with memory. I love the subject and discussing the behavioral sciences that explain it. Today, we decided to address memory and how crucial it is to enhance your customers' recollections of their experience with you. We discussed this concept on a recent podcast with guest...
In my first post examining the results of Limina’s recent study on the current state of UX design practices in organizations, I discussed the alignment of the published best practices with CXPA’s CX competency framework. In my second post , I discussed the relationship between UX and CX....
#CX Strategy #ExperienceDesignImprovementInnovation #2019
Patient Effort and Patient Experience_India Story_2019_Summary.pdf
In part 1 of my article examining Limina’s recent study on the current state of UX design practices, I discussed the alignment of their recommended best practices for a design-integrated organization with CXPA’s core competencies. But a key question remains that must be answered--what is the...
If you're ready to learn more about building a design-integrated organization, be sure to register for CXPA's webinar with Limina on October 29th--Design Integration for Exceeding Customer Expectations. -- As Customer Experience Professionals, experience design and improvement is one of...
I’ve interviewed about twenty CX pros this year, as we work our way up to 100 interviews exploring the current state of CX as a discipline. What I’m finding is that the massive nature of the end-to-end customer experience makes for some daunting challenges. CX is the totality of all...
Customer Journey Mapping is a popular tool that helps an organization understand the full spectrum of a customer’s experience and uncover experience strengths and gaps along the way. There are a few different ways an organization can develop a customer journey map. One approach is to conduct...
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