customer experiences

Designing Brilliant Customer Experiences in the Sharing Economy

Companies like Airbnb and Uber seem to have less control over customer experience and seem to be managing multiple stakeholders whose interests are sometimes at odds. How does that impact the way you design customer experience?

Continue Reading

Should #CX Professionals Care About the Four Moments of Truth?

What are the Four Moments of Truth? And do they fit into experience design?

Continue Reading

Why Be a Great Place to Work?

How does your employee experience rate relative to other companies? 

Would your employees consider the company a great place to work?

Continue Reading

Over-Engineering the Customer's Experience

In Customer Experience Management there is a lot to take into account. Everything a company does as well as a lot that’s happening outside the company impacts the Customer’s evaluation of the company’s service and offering. In my experience it can be rather overwhelming for people within a company to talk to the Customer Experience experts – inside and outside the company – and as a result they could be turning their backs on us “unrealistic bunch of dreamers“. I’ve come to believe this has a lot to do with a practice of ‘over-engineering the Customer’s Experience‘.

Continue Reading

Extraordinary Experiences Interview with Sally Smith, CEO of Buffalo Wild Wings

Here’s an interview with Sally Smith, CEO of Buffalo Wild Wings, the casual dining restaurant chain.

Continue Reading

On Technology in Experience Design: The Good, The Bad, The Ugly

Brussels Airport: Human Beings and Technology Complement One Another to Deliver A Good Experience

Continue Reading

Customer Experience Improvements - A Series of Baby Steps

I love talking about the customer experience; I could sit for days, answering questions and discussing the finer points of this topic.

Continue Reading

2016 Will Be the Year of Customer Experience

This past month I consumed a slew of content about customer experience, which has led me to the conclusion that 2016 will be the year of customer experience.

Continue Reading

A High Tech 'Ageing Experience' like You Have Never Seen Before

MIT AgeLab's Agnes (Age Gain Now Empathy System) was brilliant at generating PR for the organisation. How useful it was in reality and how much good it did  - I don't know. But what a terrific way to promote the message about ageing (and MITAge Lab).

Continue Reading

Best Practices for Delivering Excellent Customer Service Across Channels

Guest post by Veronica French 

In today’s real-time economy, customers have high customer service expectations. Excellent customer service starts with offering a speedy and seamless experience across your support channels. How will your company keep up with demand and deliver great omni-channel support?

Continue Reading
Subscribe to RSS - customer experiences