Journey Mapping in the New Normal: Part 2
COVID-19 and the resulting lockdown regulations forced many companies to reenvision how they interact with their teams and customers. This change brought uncertainty, but also opportunities to improve experiences previously not optimized for a digital experience. This second article in a three-part series discusses one company’s collaboration between the User Experience (UX) and Digital Experience (DX) teams to evaluate the current digital and offline experiences as an end-to-end journey map.
Journey Mapping in the New Normal: Part 2
COVID-19 and the resulting lockdown regulations forced many companies to reenvision how they interact with their teams and customers. This change brought uncertainty, but also opportunities to improve experiences previously not optimized for a digital experience. This second article in a three-part series discusses one company’s collaboration between the User Experience (UX) and Digital Experience (DX) teams to evaluate the current digital and offline experiences as an end-to-end journey map.
The Conversational Experience Playbook Part 1: Research And Define
The Conversational Design Playbook: This article is the first part of a 3-part series that outlines an end-to-end framework for delivering great conversational experiences. This playbook will help designers to understand each step of the process, what to consider, and the problems to solve for when designing, building, and optimizing a conversational experience. This article covers part 1: Research & Define.
Creating Customer Experiences – UserTesting’s CX Report 2019
UserTesting.com surveyed over 1000 industry professionals on their push toward a successful customer experience. Read the results and view the report.
Top 5 Most Important Customer Experience Trends for 2019
Hotjar recently asked 2,000 customer experience (CX) professionals about the state of their company’s customer experience strategies, methods, goals, and obstacles. From what they prioritize and how they view themselves to the methods they use to execute their customer experience strategy, Mature companies ‘get’ what other companies don’t.