Insights & News
Explore our latest thinking on CX, PX, journey mapping, and AI-powered transformation.
Why Deep Customer Insights Rely On Qualitative Research
In a recent post, I talked about the danger of making assumptions about your customers — and the importance of learning as much as you
The Connection Between Customer Satisfaction & Stock Price
The field of customer experience made headlines a few months back when Bloomberg Businessweek published a story titled, “Proof That It Pays to Be America’s
My Customers Are Not Like Me
When I was getting my Master’s degree in Human-Computer Interaction, my professors required my classmates and I to write “The user is not like me”
The 4 Types of Customer Journey Maps
Journey maps are one of the best tools I’ve seen for helping companies understand their end-to-end customer experience from the customer perspective. But I’ve found
Hands, Heads, & Hearts: Connecting With Pet Parents
I’m a pet parent. And like millions of others, I spend plenty of money on products and services to keep my cat happy and healthy.
Onboarding: Start Your Customer Experience Off Right
Companies that want to improve their customer experience often struggle with where to start. The answer, often, is at the beginning. I don’t mean to
The 3 Customer Body Parts Your Brand Must Touch
The following should not be news to you, but it’s sometimes easy to forget: Your customers aren’t just lines in a spreadsheet or records in
My Partnerships With The Swedes
I’m not sure if it’s my Swedish heritage, my penchant for Scandinavian design, or my love of long summer days — but as I mentioned
How Customer Experience Impacts Your Bottom Line
I recently received a rather depressing phone call. My friend, the head of customer experience at a large manufacturing firm, had been laid off along
UX for Good 2014: Harnessing Emotion to Prevent Genocide
Have you ever visited a Holocaust museum or genocide memorial? What did you experience? And how did you feel after you left? UX for Good
