9 Best Articles in 2021
Nielsen Norman Group
UX Mapping Methods Compared: A Cheat Sheet
Nielsen Norman Group
7 min read · 986 saves · 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 · 834 saves · 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
~15 min read · 550 saves · From 2016 · Here’s our take on looking at the past, understanding the present, and anticipating some of the UX Trends in 2017.
medium.com
How To Track Customer Acquisitions:
medium.com
441 saves · From 2016 · Myk Pono · Customer Lifecycle, Sales Funnel, and Content Strategy
Harvard Business Review
Know Your Customers’ “Jobs to Be Done”
Harvard Business Review
20+ min read · 422 saves · From 2016 · Is innovation inherently a hit-or-miss endeavor? Not if you understand why customers make the choices they do.
Fast Company
Branding is dead, CX design is king
Fast Company
5 min read · 382 saves · 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 · 371 saves · 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 · 320 saves · From 2017 · Tiffany Eaton · 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 · 312 saves · 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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ZDNet
How to design your business to deliver better customer outcomes
ZDNet
4 min read · 30 saves · 2020-12-29 · To successfully compete in the next normal, companies must develop a new strategic playbook for improving the stakeholder experience and business growth opportunities.
VentureBeat
Hootsuite acquires Sparkcentral to unify and automate social customer service
VentureBeat
2 min read · 18 saves · Jan 6th · Paul Sawers · Hootsuite has acquired Sparkcentral, a customer engagement platform that offers virtual agents and automated message distribution.
CMSWire.com
Steps to Assess Your Customer Experience Maturity
CMSWire.com
5 min read · 16 saves · Jan 7th · Sharon Florentine · A customer experience maturity assessment is a great way for organizations to identify areas for improvement and get a leg up from competitors.
CustomerThink
21 Tips for 2021 Customer Experience Excellence
CustomerThink
7 min read · 15 saves · Jan 9th · Customer experience excellence is certainly defined a bit differently now, compared to years past. Some aspects of the new definition are obvious: heightened empathy and benevolence, smoother…
Annette Franz, CCXP
On Becoming Customer-Centric: Using the Head, Heart, and Hands Model
Annette Franz, CCXP
2 min read · 15 saves · Jan 6th · Annette Franz · I’ve written about change and change management many times over the years. Last year was also and especially a big year to talk and write about change and the challenges and disciplines required to…
CX Accelerator
Celebrating Tony Hsieh's Contribution to CX
CX Accelerator
6 min read · 13 saves · Jan 11th · by Jeremy Watkin and Community The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no…
