Experience Design

|Experience Design

Experience Design Principles and Improvement in CX

A Simple Way to Increase Graduation Rates (without increasing the budget)

By |2018-03-01T15:27:42-04:00March 6th, 2018|Categories: Experience Design|Tags: , , , , |

Graduation rate is an extremely significant metric for every senior administrator in every higher education institution. US News and World Report uses this important metric in its scoring algorithm, as does every credible media source I can recall. I am personally familiar with this pain and pressure on administrators to boost this number because I lived [...]

The Core of Your Digital Transformation in CX

By |2018-01-27T06:47:37-04:00February 1st, 2018|Categories: Experience Design|Tags: , , , , , |

In today’s economy, there are two things that you must do. You must deliver a customer experience (CX) that is uniquely differentiated AND you must successfully execute a digital transformation. When digital transformation and a CX focus are intertwined, the combination leads to disruption.   A select set of organizations know this to be so important [...]

When CX, Business, and Tech Combine

By |2017-08-11T06:50:45-04:00August 29th, 2017|Categories: Experience Design|Tags: , , |

Is there a difference between customer experience and digital customer experience anymore? Customer Experience used to focus on what happened in the real world and Digital Customer Experience used to focus on what happened online. As if you could have one without the other. Now, no business can afford not to emphasize both. Ideally, each business [...]

Is the Customer Service “Department” Becoming Obsolete?

By |2018-11-18T04:25:12-04:00August 22nd, 2017|Categories: Experience Design|Tags: , , , |

Let’s be honest, Customer Service Departments were created, and many still exist today, to problem solve the discrepancies between customer expectations and what a business delivers. Even with due diligence and a preconceived notion of what the customer wants, this mismatch can still occur. Why Customer Service Departments Exist Imagine an organization researching potential customers, creating [...]

CX Clearly Makes a Difference

By |2017-08-02T07:36:31-04:00August 15th, 2017|Categories: Experience Design|Tags: , |

As part of the CX University team, I have had the privilege of increasing my customer experience knowledge by leaps and bounds.  Subsequently, I can’t help but use that knowledge when I am personally shopping at a brick-and-mortar store, online filling out surveys, or deciding which cable provider I want to use. Recently, my knowledge of [...]

My Experience Ruined by Moose

By |2017-06-02T09:29:18-04:00May 25th, 2017|Categories: Customer Centricity, Experience Design|Tags: , , , |

I just returned from a wonderful annual conference of the Customer Experience Professionals Association at the Biltmore Waldorf Astoria, a Hilton property in Phoenix. The hotel, its service, and staff were well prepared- they know how to delight the customer, sometimes with surprises. For example, I walked into the Spa and was immediately greeted by two [...]

The Value of Design is on the Rise

By |2017-06-02T09:29:18-04:00May 16th, 2017|Categories: Experience Design|Tags: , , , , |

In the last decade, many brands have used customer experience perspectives and processes to complete corporate turnarounds and experience make-overs. Some have seen their fortunes rise. Some have even stayed at elevated levels. They all use the six customer experience pillars. The six essential disciplines of the Customer Experience Professionals Association: customer-centric culture, CX strategy, experience [...]

The Portillo’s ‘Golden Ticket’: Where customers and associates both win

By |2017-06-28T02:24:49-04:00March 20th, 2017|Categories: Employee Engagement, Experience Design|Tags: , , , , |

Growing up on the South Side of Chicago, I had my choice of numerous hot dog joints and Italian Beef stands to choose from. However, nothing brought me greater joy than when my father would pile us into the car and take us to the Portillo’s in Villa Park, Illinois. Having relocated to Milwaukee, Wisconsin and [...]

CXU 2016 Performance Results: Online Courses

By |2017-06-02T09:29:19-04:00February 27th, 2017|Categories: Customer Centricity, CX Strategy, Experience Design, Metrics and ROI, Organizational Adoption of CX, Press Release, VOC and Customer Insights|Tags: , , , , |

Since the launch of CX University in late 2015, the Online Courses have been touted as the most comprehensive professional development courses offered on the market. After carefully cultivating and analyzing the testing scores of CXU learners over the past year, the results clearly show the difference CXU Online Courses make. Since the launch of courses [...]

Is Customer Experience no more than a Checklist Exercise Based on Assumptions

By |2017-06-28T03:40:12-04:00November 7th, 2016|Categories: Customer Centricity, Experience Design|Tags: , , |

Let me begin my latest rant, oh sorry, I mean blog, with a bold and underlined assertion. For Some, Customer Experience IS no more than a checklist exercise based on assumptions! Now, I know what you’re probably thinking and saying to yourself, “This certainly isn’t the case within my organization.” To that, I would seriously challenge [...]

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