Watch this space. The Experience Design Strategy podcast is in development and will be launching soon. This podcast will cover topics relevant to designing great products and experiences including UX research and design, service design, customer experience, product management, and … Read More
I mentioned in my post on the Customer Experience Cloud that it provided a good foundation for delivering experiences. To deliver compelling experiences, it needs to be combined with other Experience Design tools and techniques and paired with an approach that enables … Read More
Have you ever had a disjointed experience dealing with a company? Imagine that you are stuck in the airport. You were on the last flight of the day headed for home. And, they cancel it. There is usually a series … Read More
I recently read Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss. Here is a brief review. This is the second edition of the Chief Customer Officer book. The first edition was published in 2006. I … Read More
I passed the test to become a Certified Customer Experience Professional, a CCXP. This is a certification offered by the Customer Experience Professionals Association. I have been doing experience design and related work for many years. When I read, it … Read More
To be effective at social media listening, you need to develop a clear strategy. I am happy to report that I have discovered the secret formula for social insights success. It is: SI = 5W * (C+D)+V+A. OK so there … Read More