All bird posts about Customer experience

Customer experience (CX) is the sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship with that supplier. (source: Wikipedia)

How employee engagement impacts the customer experience

Engaged employees are a great asset for companies, especially in relation to delivering great customer experience (CX). In a webinar (2012), customer experience transformist Bruce Temkin (of the Temkin Group) and chair of the Customer Experience Professionals Association ( explains how companies with superior customer experiences and loyal customers deal with the engagement of their employees.

Introducing the Informaat Customer Experience Canvas

A model for the orchestration of customer experiences

Organizational barriers too often stand in the way of achieving excellent customer experience. Overcoming these barriers requires a new approach: Discovering the many facets which influence CX and understanding the timeframes in which they play a role. A model to visualize these facets – and support their orchestration – is needed.

Where we are and what awaits us in 2014

Collecting new year trends from crystal ball readers

At the end of every year, analysts, thinkers and watchers provide their view on where we stand and what’s ahead of us in the coming year. These crystal ball readers predict our future with lots of statistical materials, like diagrams, charts and other nifty visualizations. Applied to various domains such as the internet, mobile or (social) media, they all agree on one thing: Digital disruption of society is getting stronger and stronger. So, what’s their predictions for 2014?

SX Conference: ‘Design for the connected age’

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.

A guide to experience mapping

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.

MEDlove 2012: A trip report

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.

50 simple ideas to propel your CX journey

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.

Content re-framing: A digital disruption survival kit

A manifesto to connect experience design with content thinking

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.

Design thinking in action

As a means towards innovation and customer-centricity, “design thinking” is lauded as a technique to infuse creativity throughout an organization. We know it’s being taught to future business leaders at places like Stanford’s, but how’s it being applied in the real world? Global enterprise services leader Citrix provides an interesting example.

The employee experience matters too

Despite the increasing prevalence of digital-only services, our daily lives are still comprised of many person-to-person interactions with service providers. From restaurant waitstaff to call center agents, our experience with services is heavily influenced by those we engage with. Focusing on the customer experience is at the heart of successful organizations, and good employee experience plays a role here too.

CX as a competitive advantage

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.