9 Best Articles in 2021
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.
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.
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.
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.
medium.com
How To Track Customer Acquisitions:
medium.com
From 2019 · Customer Lifecycle, Sales Funnel, and Content Strategy
Fast Company
Branding is dead, CX design is king
Fast Company
5 min read · 2019-12-13 · The days of crafting brands without incorporating a CX design mindset are drawing to a close.
MIT Sloan Management Review
The Magic That Makes Customer Experiences Stick
MIT Sloan Management Review
~15 min read · 2019-08-06 · 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.
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…
ucdc.therectangles.com
User Centred Design Canvas — Tool Facilitating User Experience Design
ucdc.therectangles.com
5 min read · From 2016 · User Centered Design Canvas is an easy to use and effective tool for analysing, organising and facilitating user experience design.
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nicereply.com
50 Customer Service Experts You Should Be Following
nicereply.com
3 min read · Mar 27th · If you want to have a successful career in support, these 50 customer service experts can help you with their inspirational Twitter or blogs.
hyken.com
Guest Post: How to Make a Company Culture Video That Wins Your Customers' Hearts
hyken.com
5 min read · Mar 26th · Company story videos can help you bridge this distance and give your audience solid reasons to empathize with your business and its values.
globalgurus.org
World's Best Customer Service Thought Leaders, Speakers, and Trainers
globalgurus.org
2 min read · Mar 22nd · The Global Gurus Customer Service Top 30 list confined ONLY to the Best Customer Service Speakers Trainers and Thought Leaders. See the Best with a Customer Service focus
Annette Franz, CCXP
Employee Experience Drives the Customer Experience: But It’s Not Just About the Frontline
Annette Franz, CCXP
3 min read · Apr 14th · I’ve had a lot of conversations in recent weeks about how the employee experience drives the customer experience, but the part that stands out from these conversations is the common thread: that the…
Annette Franz, CCXP
Customers Are Re-Evaluating Their Brand Relationships
Annette Franz, CCXP
2 min read · Mar 25th · I recently got my hands on a copy of Salesforce’s latest State of the Connected Customer report, which captures customers’ thoughts from midway through 2020 and, ultimately, the pandemic and other…
the-future-of-commerce.com
Improve employee experience for better customer experience
the-future-of-commerce.com
4 min read · Apr 13th · Improve employee experience for superior customer experience. Engaged, motivated employees will provide excellent customer experience.
