Articles
Tag: customer experience design
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3 Ways to Design a Successful CX Program — and Why Most Miss Them
A successful customer experience program involves seven intricately-linked steps. The first step is program design.
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Inside the Management & Maintenance of Your Customer Journey Mapping Program
Having laid out the foundation of customer journey mapping in a previous article, we now delve into the necessary management and maintenance steps.
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Foundational Steps for Customer Journey Mapping Initiatives
Getting started with customer journey maps or just adding a timely refresh? Well we've outlined some foundational steps for brands to help get things right.
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Moving From Customer Engagement to Customer Participation
Read along to learn what true active customer participation is, what that looks like in practice, and why brands really need to embrace it.
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How Brand Trust and Customer Loyalty Are Won and Lost
Trust and loyalty go hand in hand in any relationship, and it’s no different when it comes to a brand and its customers.
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What Are the Emotional Drivers Behind Customer Experience?
According to a recent Forrester report, emotion is the most important driver behind the customer experience. Does your brand understand the value?
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Understanding Customer Experience Design's Holistic Approach to CX Strategy
Litha Ramirez, executive director of the Experience Strategy and Design Group at SPR and other CX experts share their thoughts on the advantages of CX design.
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Designing Digital Customer Experiences for the Pandemic Age
A digital-first strategy is a necessity to engage with customers during the pandemic, but businesses are realizing their experiences don't work for everyone.
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Design Has Become a Continuous Activity
We do a lot of work analyzing customer experience within the business-to-business technology industry. One thing we’ve noticed over the last five to 10 years is the rise in the importance of design-related tasks for customers.
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