New this week
fittechcouncil.org
Understanding Customer Experience With Annette Franz
fittechcouncil.org
1 min read · May 2nd · This week, Bryan O’Rourke welcomes Annette Franz to the show. She is the Founder & CEO of CX Journey, a global customer experience consulting firm that specializes in laying the groundwork to…
Reader View · Shared by 9, including Annette Franz, CCXP
John Jantsch
Using Personalization Data To Reshape Your Customer Experience
John Jantsch
2 min read · May 12th · Marketing Podcast with Brennan Dunn In this episode of the Duct Tape Marketing Podcast, I interview Brennan Dunn. Brennan is the Co-founder of
Reader View · Shared by 69, including Jeff Bullas
nearmedia.co
The Hidden Side of CX: Mining Unstructured Data
nearmedia.co
3 min read · May 11th · Unstructured data from customers gives businesses a unique opportunity to inform strategy and customer experiences.
Reader View · Shared by 61
jelvix.com
Propensity Model: How to Predict Customer Behavior
jelvix.com
~16 min read · May 4th · It is a powerful tool in the hands of firms that want to predict if customers will buy or share their contact details.
Reader View · Shared by 86
Recently popular
MIT Sloan Management Review
The Neuroscience of Customer Experience
MIT Sloan Management Review
~13 min read · Apr 14th · By applying neural insights to innovation, businesses can create memorable experiences that customers want to repeat.
Summary · Reader View · Shared by 118, including Wilko S. Wolters 🇩🇪🇪🇺 See you at #HM22 ⚙️, davidabrock, 🟣 Antonio Vieira Santos #FutureOfWork, Damien de France 🌍 🕊️🇺🇦, Stephanie A Kowalski, Tom Martin
jelvix.com
Propensity Model: How to Predict Customer Behavior
jelvix.com
~16 min read · May 4th · It is a powerful tool in the hands of firms that want to predict if customers will buy or share their contact details.
Reader View · Shared by 86
Reforge
Improve Collaboration Between Product and Customer Service — Reforge
Reforge
May 3rd
Shared by 82, including Sergio Caredda
John Jantsch
Using Personalization Data To Reshape Your Customer Experience
John Jantsch
2 min read · May 12th · Marketing Podcast with Brennan Dunn In this episode of the Duct Tape Marketing Podcast, I interview Brennan Dunn. Brennan is the Co-founder of
Reader View · Shared by 69, including Jeff Bullas
nearmedia.co
The Hidden Side of CX: Mining Unstructured Data
nearmedia.co
3 min read · May 11th · Unstructured data from customers gives businesses a unique opportunity to inform strategy and customer experiences.
Reader View · Shared by 61
fittechcouncil.org
Understanding Customer Experience With Annette Franz
fittechcouncil.org
1 min read · May 2nd · This week, Bryan O’Rourke welcomes Annette Franz to the show. She is the Founder & CEO of CX Journey, a global customer experience consulting firm that specializes in laying the groundwork to…
Reader View · Shared by 9, including Annette Franz, CCXP
All-time favorites
Nielsen Norman Group
UX Mapping Methods Compared: A Cheat Sheet
Nielsen Norman Group
8 min read · From 2017 · Understand similarities and differences among empathy maps, customer journey maps, experience maps, and service blueprints.
Reader View · Shared by 1016, including Gabriele, Thomas Power, James Young 🇺🇦, René Clausen Nielsen, Mark Kaigwa, Fabrice Liut 🍌🥑😌, Bjoern Negelmann, Stephanie A Kowalski, Nando 💪🇦🇺🇦🇷, Fabricio Teixeira, designshard, Katja Evertz, Nicolas Berg, Greg Meyer, AJ Ghergich, Klaus Eck, von Moerenburgh, Grégoire Japiot 🌻, Tillmann Allmer, Mara Averick
UX Collective
The State of UX in 2019
UX Collective
20+ min read · From 2017 · From the tools we'll use, to our process, to the behaviors that will change the way we design — here's a list of what to expect for User Experience (UX) Design in the next year.
Reader View · Shared by 951, including femke 💛💙, Tatiana Mac, Adham Dannaway, Stéphanie Walter, Chris Peterson, Daniel Boos, David Teodorescu, Val Head, Stu Collett, Fabricio Teixeira, Herbert Bay, Muzli by InVision, dcancel.eth, hiten.eth, Gisele Navarro, designshard, Mike Davidson, Jacob Cass, Chris Messina, Moritz Meenen
Harvard Business Review
Know Your Customers’ “Jobs to Be Done”
Harvard Business Review
20+ min read · From 2016 · Is innovation inherently a hit-or-miss endeavor? Not if you understand why customers make the choices they do.
Reader View · Shared by 560, including Chloe Abrasada, Gio Tiongson, Aaron Orendorff, Nir Eyal, Gabriele, Greg Meyer, Glenn Oberholzer, Pete Skomoroch, Shreyas Doshi, Jonathan Kogan, Balaji Srinivasan, designshard, Kris Fannin, Scott Monty, Mark Kaigwa, Konrad Weber, Bill Johnston, Li Jin, 𝐦𝐫𝐯𝐧 , Klaus Eck
UX Collective
The State of UX in 2017
UX Collective
~16 min read · From 2016 · Here’s our take on looking at the past, understanding the present, and anticipating some of the UX Trends in 2017.
Reader View · Shared by 552, including Marc Steffen, Stephanie A Kowalski, Florian Hanke 🍎, #bottish, Fawzi A. Baba-Ali, Lluís Codina, Courtney Bolton ★, ᴄʟᴀᴜᴅɪᴏ sᴄʜᴡᴀʀᴢ, Fabricio Teixeira, Daniel Williams, Grégoire Japiot 🌻, Marko Saric, Dominik Grolimund, Daniel Boos, Vincenzo Tremonte, Nando 💪🇦🇺🇦🇷, Adrian Zumbrunnen, Will Hoag 🏔‼️, Kelly Kuhn-Wallace, Tatjana Nebel
medium.com
How To Track Customer Acquisitions:
medium.com
From 2019 · Customer Lifecycle, Sales Funnel, and Content Strategy
Reader View · Shared by 445, including Eleanor | The Copywriter☀️, David Luescher, Thomas Power, hiten.eth, Martin Rajcan 🇺🇦🕊, Startupxplore, Pratik Dholakiya, Dominik Grolimund, Mark Kaigwa, dcancel.eth, Stephanie A Kowalski, Liza Sperling, Nando 💪🇦🇺🇦🇷, Pat Kua, Richard Hale, von Moerenburgh, designshard, Sir Lord Travis Wright, Web3 Speaker & NFT Creator, Greg Meyer, Gio Tiongson
Fast Company
Branding is dead, CX design is king
Fast Company
5 min read · From 2019 · The days of crafting brands without incorporating a CX design mindset are drawing to a close.
Reader View · Shared by 389, including Johannes Dornisch, Ines Bieler, Christian P. Stobbe, Gabriele, Oliver Raduner, Bill Quiseng, Gideonro, DestoWakabayashi, Evan Kirstel the $B2B Techfluencer, rohit, Shawn Venasse, sascha aßbach, five5star // Design Graphique, Shut Up and Create, Jonathan Kogan
Harvard Business Review
The Essential Components of Digital Transformation
Harvard Business Review
5 min read · 2021-11-23 · It’s about so much more than your technology.
Reader View · Shared by 386, including Sergio Caredda, Theodora (Theo) Lau - 劉䂀曼 🌻, Bob E. Hayes, Dion Hinchcliffe, Oliver Raduner, Annette Franz, CCXP, Nicolas Babin #AmazonPartner, Robert Rose, Katja Evertz, Antonio Grasso, davidabrock, Neil Hart 💙, James Gingerich, @Expeflow #WorkEasier #RPA, Erik Brynjolfsson, Carla Gentry, Giuliano Liguori, Kelly Hungerford 🌻, Bertrand Maltaverne, Kate Nasser, 🟣 Antonio Vieira Santos #FutureOfWork
MIT Sloan Management Review
The Magic That Makes Customer Experiences Stick
MIT Sloan Management Review
~15 min read · From 2019 · Businesses are discovering the power of emotion to forge memorable customer experiences, inspire loyalty and influence purchasing decisions. Drawing from behavioral and quantitative research as well as marketing strategies from automaker Ferrari, watchmaker A. Lange & Söhne, and other high-performing companies, Harvard Business School professor Stefan Thomke delves into the psychology and power of emotional customer experiences in this insightful article for MIT Sloan Management Review.
Summary · Reader View · Shared by 357, including Annette Franz, CCXP, Marsha Collier, 🟣 Antonio Vieira Santos #FutureOfWork, Niklaus Gerber, Thomas Billeter, Jeanne Bliss, Bill Quiseng, getAbstract, Steven Sinofsky, Clemens, Glenn Oberholzer, Johannes Dornisch, Jonathan Kogan, Bernhard Huessy, Patrick Walsh, Cătălina Movileanu, Denise Lee Yohn, Bob Sutton, Kelly Hungerford 🌻
UX Planet
Journey Mapping is Key to Gaining Empathy
UX Planet
10 min read · From 2017 · This article is for people who already have a basic understanding of journey mapping, but if you are totally new to the tool and how to…
Reader View · Shared by 329, including Bjorn Larsen, Tris Hussey, Thomas Pleil, kp 🇺🇦, Florian Hanke 🍎, Mark Kaigwa, Courtney Bolton ★, Carlo Badini, designshard, Thomas Telandro, Stephanie A Kowalski, Victor Tolosa, Dominik Grolimund, Klaus Eck, Niklaus Gerber, Matthias Lampe, Vincenzo Tremonte, Nando 💪🇦🇺🇦🇷, Thomas Power, von Moerenburgh
Take a deep dive
