The Value of Design is on the Rise

By | 2017-06-02T09:29:18+00:00 May 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 Myth Behind “Low-Hanging Fruit”

By | 2017-06-02T09:29:20+00:00 September 22nd, 2016|Categories: CX Strategy, Experience Design|Tags: , , , , |

Note: This article comes from the perspective of the author’s work in the science and the art of customer experience. Its implications may be more broadly received.   At the beginning of their customer experience enhancement journeys, many organizations go after so-called low-hanging-fruit projects. These are the ones that minimize the need for change while increasing [...]