With 2016 dubbed the year of the Customer by many, companies are fighting to make sure that they do all they can to become customer focused; even obsessed. They have hired for various roles, ranging from Customer Success to Chief Happiness and more, they conduct journey mappings, create amazing designs…but the truth is, whether they know it or not, all of these are steps on a much larger, highly impactful journey.
Read MoreEngaged employees yield many benefits to businesses today - increased productivity, talent retention, and the enablement of better customer experiences being just a few. But, as Gallup’s State of the Global Workplace report illustrates, with 87% of employees not engaged or actively disengaged, building a culture of engagement is no easy feat. This is especially true in a world of 24/7 access, where 80% of organizations believe their employees are overwhelmed with information and activity at work.
Read MoreWith the ever-increasing popularity of focus on the Customer Experience, we are seeing a rise in the number of companies who are incorporating some form of experience evaluation for their concepts and prototypes during their creative process, in an effort to rapidly iterate and support better decision-making.
Read MoreThe airline and travel industries have been vocal about a renewed focus on the Customer, as more and more come to realize that creating an experience “means listening to [our] customers and genuinely seeking to make their experience great.”
The truth is that customers find meaning in an observed brand value, which is affected by the perception of their interactions with each different part of the brand.
Read MoreCracking up with laughter, I was recounting a story that had happened to me early in my career to a mentor of mine. The story really got me thinking about diversity, embracing differences and how, especially in some industries, there can be the issue of assumptions and biases hindering the amazingness...
Read MoreConfidence is an interesting trait. You know when people have it, you know when people think they have it but are actually just arrogant or using various characteristics as a facade, and you know you would love to have it (unless, of course, you already do). In truth, confidence is incredibly powerful and incredibly important in the workplace...
Read MoreI was recently watching a show that gave a behind the scenes look at one of London’s most iconic and oldest department stores, Liberty. Traditionally known as an emporium of exotic, global, one-of-a-kind wonders, the show gave an insight into the journey the store was undertaking in its transformation...
Read MoreExperience has certainly been getting a lot of buzz over the last couple of years. Amongst just some of its proponents it has been attributed to leading to competitive advantage, customer loyalty and attraction.
And it looks like the domain is only set to grow in business focus: in 2016 we will see...
Read MoreCustomer Journey Mapping, while having been around for quite some time, has certainly seen an increase in interest in the past few years. There are many great articles and content on what they are and how to do them...
Read MoreThese days, customer engagement has been getting a lot of press. New roles and titles have been born and vast amounts of content has been published, all aimed at informing and encouraging a focused effort on engaging customers with businesses...
Read MoreeffectUX is growing, and as such recently I have been spending a lot of time looking for the right Experience Design minded individuals to join the team. Some of you may have read some of my posts around hiring for the skills needed in such a team, but as many of us ...
Read MoreThere is so much hype around Experience and Engagement today – Customer Experience, User Experience, Employee Experience, Customer Engagement…the list goes on. While seeing the focus on this is absolutely wonderful...
Read MoreIf you haven't been in hibernation over the last few years, you ought to be well aware of the incredible changes the world has undergone. How we work, operate, live and even think has been transformed by the power of a constantly connected mobile ...
Read MoreThe other day I heard a story about a friend's recent experience with an energy services company. It got me thinking about the impact of a "superficial" or "surface level" customer service experience strategy and how applied experience design thinking could...
Read MoreI hadn't been to the dentist in quite some time - lets not dwell on the number of years. I had all those "great" memories - the awful tasting gum number, the sound of the drill, the scraping noise...
Read More“They are lazy” but “they are go-getters”; “they are entitled” but “they are always connected”; “they are disloyal” but “they want to do good in the world”. Who really are they? It’s as if we are looking at a medicine commercial on TV: “Drug XYZ may lead to constipation…
Read MoreI am guilty as charged. I have added content and posts all about how the changes in the world have transformed our lives and the ways in which we operate, albeit with the noble intent of bringing UX Thinking...
Read MoreThere are numerous articles that talk about the recent changes in the world and what they mean for the workplace; I've written some of them myself. Over and over, the same foundational factors get repeated - we are always on and connected (enabled by mobile and cloud), the frequent debate about the "new" multi-tasking norm, that the data is all out there in the info sphere...
Read MoreAt SXSW I spoke about how you could use UX methodology, which has been used in product and application design for years, to design a productive and engaging workplace. In the panel, "The Productive Workplace - UX, Technology and You," I mentioned how ...
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