CX Perspectives
Customer Experience Design – How Do You Want Customers To Feel?
Last week, we talked about CX Design in terms of space and function. Today, we continue our customer experience design journey to talk about the design of emotions and feelings. All…
Why I Don’t Love Chatbots
Today, we tackle the value proposition that chatbots are more valuable to companies than customers. I reject this. The ROI simply is not there, especially since better customer experience is…
What is Human-Centered Design and how to Leverage it in 2021?
At its core, design is about value creation. In the world of Customer Experience, value-driven design requires CX professionals to use empathy to imagine a future customer experience that is…
How to Sell the C-Suite on Customer Experience
You finally got your big career break. You are leading a project that requires executive approval. So, now what? Intuitively, you know that this is a chance to make a…
Customer Engagement ROI
We have discussed the power of employee engagement for your brand. And we have explained the true meaning and ROI of a working organizational culture (a culture that starts at…
How Do You Know You Are Making The Right Big Bet?
The future of customer experience is full of opportunities. However, the technologies of the future are not enough. Adaptive, memorable customer experiences require empathy and innovation. Liliana tackles this in…
