CategoryCustomer Experience

December 28, 2017 — Knowing who your competitors are is pointless unless you do something with that information. Learn how to build your own competitive analysis matrix that organizes your collected information into useful, usable data. In this article, Amanda Short elaborates how you can start improving your mobile app today. Read more…

November 3, 2017 — Using customer journey mapping to map your campaigns can not only turn out to be a huge timesaver, but a well of insights, too. In this article, Yuri Vedenin shares his experience with CJM and how UXPressia was able to achieve a 40% open rate in their email campaign. Read more…

May 2, 2016 — Robots only succeed in making customers feel like another number, a dubious accomplishment for your team. They’re the opposite of the personal touch that effective support is supposed to be all about. It’s not that robots are useless. They’re great at repetitive tasks, perfect for finding data and remembering anything you’ve ever written down. You just have to give them the right job. In this article, Matthew Guay will show you how to find the perfect job for your robots, so that you can automate support and offer more personalized, hands-on support at the same time. Read more…

March 25, 2016 — What are the guidelines to follow when using data to personalize digital experiences, and how can organizations help people feel comfortable with personalization services that research clearly shows people want? CX and UX professionals are faced with the difficult task of helping clients navigate design decisions around privacy and personalization of digital services. It’s up to us to help clients understand the implications to business outcomes and ethics. To do this well, we must introduce privacy considerations into the design process as early as possible. Read more…

March 11, 2014 — A powerful report combines data gathered from a variety of sources, such as interviews with users, and analysis of the website’s analytics. The goal is to put the key insights from your research of a website into a single document. For this article, Kyle Larson created a fictional Widgets website, which you’ll work on to build a data report. Read more…

November 1, 2011 — User experience design isn’t just about building wireframes and Photoshop mock-ups. It extends to areas that you wouldn’t necessarily think are part of the discipline. Read more…

August 26, 2011 — The experience your customers have with your company will determine whether they stick or switch. Des Traynor brings some ideas on how to test your customer relationships. Read more…