Return to Office – how to get it right in 2022?
Last week, the CEO of Better.com, Vishal Gard, made the news again. This time, it was for the executive’s massive blunder of firing 900 people via Zoom. A blunder that…
5 Tips to Create Great Customer Experience Design Strategy
A customer experience design strategy that is sustainable and successful starts by having a vision and knowing who your customer is. This launching point enables you to design customer experiences…
Service Design vs Customer Experience 2021
Customer experience design as a discipline is relatively new. Service design vs customer experience design adds another layer of confusion. For starters, CX design is not yet popular enough to…
Top CX Design Challenges in 2021
Customer experience design challenges in 2021 remind us of the overall challenges that face organizations in a year marked by changing expectations and demands. Top customer experience design challenges include…
Top 5 Customer Experience Design Principles in 2021
Customer experience design principles are difficult for organizations to understand and apply. Time and again, we see this in organizations, even though we encounter customer experience design principles in our…
Customer Journey Mapping Tools in 2021
Before we dive into customer journey mapping tools, we must keep in mind that, by itself, journey mapping is not a customer experience product or service. A journey map is…
Bad Travel Experience
As we come to the end of the summer season, it is time to talk about travel – good and bad travel experience. And how the sharing economy has both…
How to Build Customer-Centric Culture
Before we address how to build customer-centric culture, let’s examine the terminology: what culture is and what it is not. Culture is not executives talking about high level strategy. Equally,…
Digital Customer Experience Strategy – Top Three Mistakes
How many of you have interacted with financial and insurance institutions who seem to have forgotten the invention of the world wide web and applications design? In 2021, Major players…
What is Journey Mapping?
Although we have published more than 130 articles on customer experience, we still have not dedicated an article to journey mapping. Journey mapping is the most widely recognized customer experience…