CX

There has been a great deal written about “design thinking” in the past few years. Much focus has been placed on its value in helping define business strategy, with... Read more

The dreaded customer satisfaction survey Designed as a tool for organizations to test customer brand loyalty, the satisfaction survey has morphed into a completely different beast. Ironically—in the drive... Read more

As brands seek to remain relevant and deliver value to their customers in the digital age, customer engagement has become a focal point on the agenda. Marketers now know... Read more

This is the second in our series on Emotion Design in CX. Check out the 1st, 3rd,  and 4th next. Designing for Emotion is the process of driving emotional connection... Read more

This is the third in our series on Emotion Design in CX. Check out the 1st, 2nd and 4th blogs in the series. Emotion design strategy addresses the fundamental human motivation... Read more

This is the last in our series on Emotion Design in CX. Check out the 1st, 2nd, and 3rd in this series. To successfully design for emotion, firms need... Read more

Customer journey mapping, the process of visualizing a brand’s customer experience through the eye of the customer, has become a widely adopted methodology by companies who strive toward customer-centric... Read more

Customer journey mapping is a technique central to the CX design process.  It leverages customer insights data to develop a compelling visualization of the customer’s entire brand experience. This... Read more