Why has your Customer Experience (CX) become stagnant?

Why has your Customer Experience (CX) become stagnant?

As a new year rolls around, many brands have been busy – for a while now – thinking about their 2018 goals and strategies. Sure enough, they completed these same processes and planning around the same time last year…and yet, in their latest CX results Forrester “revealed a CX leadership gap”.

We remembered writing about this problem towards the end of 2016, where ...

The Top 3 Reasons People are not Feeling their Best Selves

The Top 3 Reasons People are not Feeling their Best Selves

The word mindful--or mindfulness --has exploded in recent years, for many reasons and most importantly for many benefits - even though the concepts and practice has been around for ages. That seems to be the trend with many industry crazes, a concept that has been around for some time, which when applied in the right way can be incredibly valuable, arises, gains popularity, and ...

Being in the moment, when you don't have a moment.

Being in the moment, when you don't have a moment.

We often joke in the office that the word “busy” would appear to need a new definition as it seems to have become the standard response to the question: “How are you?”

Think about it, when you are asked ‘how you are,’ or you ask someone ‘how’s it going?’ What are the most common responses? We asked around and got a plethora of “things are just so busy at the moment,” “I’m good, you know the usual, busy,” “Same old here,” for which ...

Learnings from the Last Year of Running a Business

Learnings from the Last Year of Running a Business

Wow, another year has flown by! That time of year has arrived once again, the time of year when we look back, reflect, learn from the broader patterns, and make decisions that set the foundation for a successful next year!

Last years reflections were certainly plentiful, and this year certainly didn’t disappoint, with the emotional roller coaster of running a business seemingly having no end. However, advancing along your business journey from ...

The 12 Factors of Energizing Behaviors

The 12 Factors of Energizing Behaviors

Life seems to be becoming increasingly overwhelming and stressful. It is clear that if we do not start working on behaviors and strategies to cope with these challenges, the levels of disengagement, depression, and stress will continue to reach new highs. In fact, a national survey of 614 HR leaders, including CHRO’s, VP’s, Directors and Managers, found that 95% of participants admit that ...

Why your employee engagement metrics aren’t working.

Why your employee engagement metrics aren’t working.

While engagement and productivity are different, engaged employees tend to be more productive and guarantee a better customer experience. Not to mention how an energized work environment not only attracts talent but retains it.

It is that time of year again and, unfortunately, many organizations are set to be disappointed in their employee engagement scores, once ...

Why 73 Questions Only Works for Vogue: Best Practices for Employee Feedback Surveys, Explained.

Why 73 Questions Only Works for Vogue: Best Practices for Employee Feedback Surveys, Explained.

With employee disengagement numbers being shown at near 70%, more and more organizations are looking at how they can create better workplace cultures to engage their workforce in meaningful ways, and for good reason. Workforces with higher levels of engagement have been found to be more profitable, have less turnover, and ...

The Power of Data for Meaningful Conversations

The Power of Data for Meaningful Conversations

Often times driving impactful change requires conversations that can be difficult, sensitive, or emotional. Throughout our experiences we have seen several instances where data was able to successfully guide meaningful discussion in such moments. The feedback we’ve received from such conversations have proved ...

Culture, A.I, and the Non-Desk Workforce

Culture, A.I, and the Non-Desk Workforce

I was recently honored to participate in a panel at Beekeeper’s announcement of their integrated workplace feature, alongside Jennifer Pappas (Internal Communications Manager at Wireless Vision), Anja Luthje (Group Director Rooms and Quality for Mandarin Oriental Hotel Group), and facilitated by Beekeepers VP Corey McCarthy.

The theme was all about the hot-topic of culture, A.I and especially how they impacted the non-desk workforce.

What can we Learn from Verizon’s Next Gen Retail Experiences?

What can we Learn from Verizon’s Next Gen Retail Experiences?

We were really excited to have recently been invited to see Verizon’s Next-Gen retail store and experience a VR demonstration they currently have at their SF location onMarket Street. We got to have some great conversations with the people behind the new design concepts and took away several insights that can serve as ...

6 Takeaways from Culture Week SF

6 Takeaways from Culture Week SF

This month the team attended a couple of great events for Culture Week SF (August 14th-18th). For those not familiar, Culture Week is a collection of events, both physical and virtual, focused on workplace culture.

For those that work in HR, or any one of the growing domains...

5 Tips for New User Experience Teams

5 Tips for New User Experience Teams

As more and more organizations continue to build out their Experience Design (XD) capabilities and their User Experience (UX) teams we are asked more and more often for tips to help expedite the UX teams success in bringing UX capabilities and focus to the organization. Here are 5 tips ....

5 Common Pitfalls Faced by User Experience (UX) Teams

5 Common Pitfalls Faced by User Experience (UX) Teams

We love working with newly formed or early stage experience focused teams and getting them going in the right direction as they work to increase their organization’s maturity in the domain. After working with numerous teams all over the globe to build out their practices in various areas of experience design, we have noticed ...

6 Considerations for Using Feedback to drive your Customer Experience (CX) Strategy

6 Considerations for Using Feedback to drive your Customer Experience (CX) Strategy

By now it is pretty clear that your customers are the core of driving your experience strategy. Given that using customer feedback and insights is a critical part of the CX agenda, at EffectUX we often find ourselves getting asked about how to create a cohesive customer feedback strategy—from both a client perspective and an employee perspective. So here are 6 considerations and some great articles providing insights ...

4 Ways to Make the Most of Your Customer Experience Feedback Strategy

4 Ways to Make the Most of Your Customer Experience Feedback Strategy

The fight for customer loyalty is fierce these days and with the ever increasing focus, many brands are taking a closer look at how they can compete to win the heart-share, mind-share, and of course, “purse-share” of their audiences. As they focus on elevating their customer experiences and finding their advantages in an ever more competitive marketplace, several businesses  ...

The Impact of Experience Ecosystems on Brand and Brand Strategy

The Impact of Experience Ecosystems on Brand and Brand Strategy

These days, it’s hard to look far without seeing people and organizations talking about the importance of designing experiences for customers, employees, partners, and so on.Experience design can be described as “a deliberately applied discipline for a design that is driven by considering the interactions...

Attractive on the outside but ugly inside…the Customer Experience that is.

Attractive on the outside but ugly inside…the Customer Experience that is.

For those that read our articles, you’re aware that we often draw inspiration from what we see, interactions with people or organizations, their stories, and from our research (be it from a chef, or a trip to the dentist), and then apply the learnings to the domain of experience design. Well…

4 Innovation Takeaways from the EY Global TMT Expo

4 Innovation Takeaways from the EY Global TMT Expo

Last week we had the honor of attending the EY Global TMT Expo. It was a great day filled with several thought provoking conversations, ideas, and opportunities. The Expo was attended by 14 industry sectors that included several companies around the areas of customer experience, to business transformation, robotics, and AI.

While talking with the attendees—the representatives of various products ...

Organizational Barriers to Delivering your Customer Experience

Organizational Barriers to Delivering your Customer Experience

It is no secret that organizations everywhere are trying to focus on the experience they provide to their customers. But truthfully, thinking about your customers and users should simply be how you work, how you think, and how you operate across the whole business anyway. The organizations that do this tend to see the power of using Experience Design and this way of thinking to solve business problems in ...