The Best Articles in Customer Experience
The most useful articles in Customer Experience from around the web—beginners to advanced—curated by thought leaders and our community. We focus on timeless pieces and update the list whenever we discover new, must-read articles or videos—make sure to bookmark and revisit this page.
Top 5 Customer Experience Articles
At a glance: these are the articles that have been most read, shared, and saved in Customer Experience by Refind users in 2023 so far.
Videos
Watch a video to get a quick overview.
Piano Academy: North America (Virtual Event)
Join us as we explore Sustaining growth in a challenging economic climate. From understanding your audiences on a deeper level, to navigating data privacy challenges,โฆ
What is ...?
New to Customer Experience? These articles make an excellent introduction.
A beginnerโs guide to customer journey maps
A look into the makings of and reasoning behind customer journey maps.
How to ...?
How to Create a Voice of the Customer Program
8 tips from product leaders at Figma, Etsy, Google, and more.
«Customers are genuinely happy to see their feedback incorporated into a company's product roadmap. Retention increases, loyalty increases, and NPS scores generally go up.»
How To Track Customer Acquisitions:
Customer Lifecycle, Sales Funnel, and Content Strategy
How to Create A Persona and an End User for Your Startup
A persona is a real person, that matches you end user profile and helps teams take product and roadmap decisions when developing their business.
How to Analyse What Customers Want
Customer behaviour and opinions contain a lot of data. This blog covers how analysing it the right way can unlock great insights about what customers want.
How to build an experience map โ Medium
Shared by 369, including Christian P. Stobbe, ๐๐ฆ๐ซ๐ฏ๐ง, Liza Sperling, Thomas Pleil, Clemens M. Schuster
Short Articles
Short on time? Check out these useful short articles in Customer Experience—all under 10 minutes.
What it takes to get paying users?
The underline principle of knowing customer journey from being unknown to being obsessed with the brand.
Onboarding Tutorials vs. Contextual Help
Tutorials interrupt users, donโt necessarily improve task performance, and are quickly forgotten. Contextual help signals can avoid these pitfalls but require unintrusive ways to activate.
Create Winning Customer Experiences with Generative AI
The launch of ChatGPT will be remembered in business history as a milestone in which artificial intelligence moved from many narrow applications to a more universal tool that can be applied in very…
Consumers often canโt detect fake reviews โ and underestimate how many negative reviews might beย fakes
Online reviews have a big impact on buying decisions โ but how can shoppers sort the real ones from the fakes?
The two most important stages of customer lifecycle management in uncertain times
Customer retention and loyalty are the two most important stages of customer lifecycle management because itโs a source of steady growth in good economic times and bad.
Long Articles
These are some of the most-read long-form articles in Customer Experience.
Why Everything Looks the Same
How economic globalization, generational transition, and technology converge to flatten the consumer experience
The Startupโs Guide to Customer Advocacy
Customer advocacy is more than just case studies. Kalina Bryant (formerly of Asana, Talkdesk and Marketo) shares tactical advice for turning customers into advocates, with tailored pointers for…
Cognitive Science and User ExperienceโโโA New Dimension of Abstract
Shared by 330, including Matthias Lampe, Jansnet, Nir Eyal, Mieke, Nico Mรผller ๐บ๐ฆ
The State of UX in 2019
From the tools we'll use, to our process, to the behaviors that will change the way we design โ here's a list of what to expect for User Experience (UX) Design in the next year.
«reshape the reality aroun»
Propensity Model: How to Predict Customer Behavior
It is a powerful tool in the hands of firms that want to predict if customers will buy or share their contact details.
Thought Leaders
We monitor hundreds of thought leaders, influencers, and newsletters in Customer Experience, including:
Brian Solis
Head of Global Innovation, ServiceNow | 8x Best-Selling Author | Keynote Speaker | Digital Anthropologist | Futurist | Other Socials @BrianSolis |
Marsha Collier
Over 1 Million ๐ sold: Author: Social Media, eBay, Customer Service, #Technology Pundit ๐๏ธ podcast #Android #CustServ #AI @NASASocial #Twitter Legacy Verified
MarketingProfs
Head of Content at MarketingProfs, a marketing training company with a practical approach. WSJ bestselling author of 2 books. Everybody Writes 2 is out 10/18 ๐ฅณ
Tomasz Tunguz
Venture capitalist at @theoryvc. Student of Startups. Author of Winning with Data http://amzn.to/1UQAMSr. Author of http://tomtunguz.com
Christoph Janz ๐บ๐ฆ๐๐
Early-stage SaaS VC @pointninecap. Seed investor @algolia, @athenian, @contentful, @factorialhr, @typeform, @loom, @15five, @nexhealthhq, @whereby, @zendesk.
Publications
We monitor hundreds of publications, blogs, newsletters, and news sources in Customer Experience, including:
UX Collective
Curated stories on user experience, usability, and product design. By @fabriciot and @caioab.
Nielsen Norman Group
User advocates offering evidence-based user experience (UX) research, training, consulting. Jakob Nielsen, Don Norman, Tog, and colleagues.
MarketingProfs
Head of Content at MarketingProfs, a marketing training company with a practical approach. WSJ bestselling author of 2 books. Everybody Writes 2 is out 10/18 ๐ฅณ
Harvard Business Review
The best ideas in business and management to help people, organizations, and economies work better.
Mind the Product
Product management community that blogs at http://MindtheProduct.com, meets at http://ProductTank.com, and conferences at http://mtpcon.com #mtpcon
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Every day Refind picks the most relevant links from around the web for you. Picking only a handful of links means focusing on what’s relevant and useful. We favor timeless pieces—links with long shelf-lives, articles that are still relevant one month, one year, or even ten years from now. These lists of the best resources on any topic are the result of years of careful curation.
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How many sources does Refind monitor?
We monitor 10k+ content sources on hundreds of topics—publications, blogs, news sites, newsletters, Substack, Medium, Twitter, etc.
Which sources does Refind monitor in Customer Experience?
We monitor hundreds of sources in Customer Experience, including UX Collective, Nielsen Norman Group, MarketingProfs, Harvard Business Review, Mind the Product, and many more.
Who are the thought leaders in Customer Experience?
We follow dozens of thought leaders in Customer Experience, including Brian Solis, Marsha Collier, MarketingProfs, Tomasz Tunguz, Christoph Janz ๐บ๐ฆ๐๐.
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