We’ve previously looked at the role of Chief Customer Officer (CCO), through the eyes of someone in the role. But what can be learned about this up-and-coming job title through surveying multiple people? Forrester’s Paul Hagen stepped in to find out. →

Recently we’ve looked at the business aspects of UX management, from the characteristics of successful UX teams, to the role of the UX manager itself. An in-depth look and analysis of UX management itself seems in order. →

Hierarchical structures and organizational silos are common within modern businesses, but their existence both hampers customer experience and impedes efficiency, according to some. In this post, we look at both issues, and solutions that have been proposed. →

Customer journey maps provide insight into a customer’s interaction with a service over time, and present that information in a clear, chronological view. But the right approach is crucial in order to get the best value out of these maps. →

“Put your staff first, customers second, and shareholders third.” If that advice sounds illogical, you might expect it’s come from someone with little business success to speak of. But think again; it’s from none other than Sir Richard Branson (who, not coincidentally, knows a thing or two about customer experience too). →

In this final part of a trilogy on how to successfully design digital services for government, we outline the systematic approach used by Informaat. Service designer Mark Fonds explains our approach in a Pecha Kucha format. →

With roughly five times the population as the UK, the USA has a challenge cut out for itself when it attempts to rethink the way its government works. A recent push by the Obama administration has made digital services a priority; the challenge now lays in its implementation. →

The global economic crisis has triggered significant cuts to government budgets, forcing public services to be delivered both more efficiently, and less expensively. Especially in the UK, service design has made great inroads in influencing the way that central (and local) government engages with its citizenry. →

Enterprise software is big business. It underpins the corporate world, counts untold end-users, and represents a significant chunk of IT spending. But enterprise software vendors often fail to apply the tried-and-tested methods of customer experience design to the way in which they get their products to market. Julie Hunt thinks they’re missing an opportunity. →

With predictions from marketing, technology and customer experience for 2013 in full swing, changes in the boardroom are emerging as far as customer advocates are concerned. In an interview with Marchai Bruchey (CCO of Thunderhead), Neil Davey discusses her role, activities, and responsibilities as a chief customer officer, making corporate culture more customer-centered. →

In april of 2012, we started with our corporate blog on customer experience (design) for large organizations: BiRDS on a WiRE. Identifying relevant, interesting and valuable content has been our focus all the time. Content created by CX professionals from within Informaat and curated content by others from outside. We noticed that customer experience got a lot of attention and we think that will not change next year. On the contrary.

So, enjoy our top posts and happy holidays! →

What are the responsibilities and the authority of customer experience owners within organizations? This research question was answered by senior customer experience professionals and executives from leading telcos in various continents. Telcos are allocating the most resources to customer experience. But while 92% of telecom executives say that customer experience is a top strategic objective of theirs, as customers, they rate the experience poorly or average at best. So, where are telcos on the maturity path for CX? →

Inconsistent, incoherent and fragmented customer experiences are more the rule than than the exception. One of their major causes is the lack of coordination between departments in an organization (a.k.a.the silos). Initiating Customer Experience Councils might be a tactic to make sure customer experiences are orchestrated properly. →

As many might know, one of the most prominent promoters of customer experience in business organizations is Forrester Research. After publishing their widely-covered book OutsideIn: The Power Of Putting Customers At The Center Of Your Business, they now organize a series of events for the business community to explain why companies – in order to survive the 21st century – must focus on customer experience. →

Designing for customer experiences is not about the design of a single product, service or platform anymore. It’s about designing for ecosystems. In these ecosystems, we focus on touchpoints, each with its own specific role, strength and behavior. Therefore, we must approach such an ecosystem of touchpoints with a systems thinking viewpoint and consider them as open systems. →