Retail banking has changed significantly in the past fifteen years, with the standard operating model now including touchpoints and technologies far removed from traditional counter-based transactions. A recurrent focus on the customer is at the core of these changes, according to a recent post.
Each year, research consultancy Gartner surveys the Unified Communication marketplace – the vendors responsible for hardware and software driving enterprise-scale telephony and communications systems. The 2013 edition cites a number of “clues to the future”, and one of the important factors for the future of this sector is at the core of what we do: User experience.
On 26 September, the Emerce eHealth conference took place in Amsterdam. Our own William van der Moolen attended, as part of his focus on the patient experience as it relates to healthcare. Here wrote a trip report capturing his thoughts and notes from the presentations that day.
Recently, Adaptive Path hosted their first Service Experience (SX) conference in San Francisco. The event brought together speakers and attendees from companies, agencies, and public sector organizations. Sketchnotes and some presentations are now available online.
Designing and delivering customer-focused services relies on a deep understanding of the customers themselves. Personas are one technique to reach this goal, but tell only one side of the story. Experience maps — on the other hand — put the journey and experience of customers in the context of the service.
Customer experience is a differentiator that allows companies to compete and succeed on something other than price, and its value is well-established. What are the unique messages that marketeers should take to heart to address CX? This Econsultancy interview has some advice.
In the third and final part of this three-part article, we identify various benefits and challenges in designing services with dialogues. We conclude that designing with dialogues in a separate abstraction layer, service ecosystems with multiple touch points can provide a much more coherent citizen experience for public services.
In the second part of this three-part article, we outline how we use dialogues in our six step service design process. From establishing the service essentials to using dialogues for prototyping and further growth of services in the public sector.
This three-part article is about a new technique in design projects for citizen-centred government services: the ‘dialogue’. We will introduce dialogues to the service design community and share our lessons learned in using this technique. We also want to explore how dialogues create a shared understanding and commitment among designers and internal stakeholders.
On 23 November 2012, I visited the MEDlove summit in Berlin, a conference for UX, service design and health experiences. Ten international speakers highlighted dilemmas and opportunities to improve healthcare using principles from UX and service design. I learned to let doctors do the doctoring, to think in terms of ecosystem to improve social experience and that health may be a wicked problem, but there are many opportunities to improve things that really means something to persons involved.
Customer experience is hotly debated in the boardrooms of many organizations, whether profit or non-profit. While everybody agrees that CX is important, the questions are how to improve it and where to start. Many organizations struggle to orchestrate initiatives, projects and programs focusing on customers, employees, and the brand. CX professional Bruce Temkin has come to the rescue with 50 simple tips to follow.
Consumer relationships with brands are constantly evolving, yet traditional customer research methods often lag behind. According to Amsterdam-based MARE research, dynamic new approaches are called for to gain better insight into customer behavior.
New challenges are upon us content people. The era of digital disruption requires adaptation at many levels by anyone involved with content, whatever its form or shape. As content crusaders, we want to point the road to travel with 10 imperatives.
“Old school” and cutting-edge content organizations and professionals all face the same challenge of inventing and discovering mechanisms, rules and principles of unknown territories for content application.
With this manifesto, we intend to reduce the friction in our collective journey of credible, useful, and relevant content for the digital era.
Earning a competitive advantage is a hard-fought battle, and there are many areas on which to focus company efforts. What investments have the best results in delivering that advantage? Customer experience (CX) is one.
Networking, hands-on workshops, inspiring presentations and creative stimulation… Events and conferences offer a wealth of opportunities for professional development. We’ve put together a hand-picked selection from the coming six months which we hope aligns well with the interests of you, our readers.