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Customer Experience

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Spoiler alert: the best product design decisions are taken when analytics and feedback go hand in hand

The CX Power Couple: Why Customer Feedback and Analytics Must Both Inform Product Design

Customer feedback provides attitudinal data and analytics provides behavioral data. Both are necessary to obtain a comprehensive view of customer experience. Here are some tips on using these together to inform customer experience:

  • Be careful when asking users directly about their experience – they might find it difficult to accurately describe their behavior.
  • Keep in mind that analytics that are focused on historic data don’t provide information on why a user took a certain decision.

Read the full article to learn more about how customer feedback and analytics work together, with three clear strategies for implementing them to improve customer experience.

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How We Listened to Our Users and Made a Better Product

Users may know their needs and problems but it can be difficult to articulate them. In this article, the author provides a brief exploration of some approaches that might be helpful.

  1. Analysing users’ behaviour and their interaction with the product.
  2. Talking to users
  3. Collecting feedback and conducting A/B testing to iterate from ideas.

Read the full article to learn how the founders at Ludwig used this approach on their product.

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An expert’s view on the massive strategic opportunities and potential challenges of leveraging conversational AI solutions

The Disruption of Customer Experience: How Conversational AI is upping UX and CX standards
  • By transforming the way humans interact with technologies and making them more accessible to the public, conversational AI is raising the bar for customer experience.
  • One of the most tangible impacts of conversational AI has been on customer support and sales conversion. Thanks to the automation of conversations, the load on human staff is reduced, which leads to greater customer and employee experience.
  • As technological development advances, more opportunities to make good use of conversational AI will emerge. Nevertheless, it’s also necessary to not underestimate potential challenges related to legacy systems, data availability, shortage of conversational AI specialists.
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How to improve customer experience by mapping the current state of the business and adopting a growth mindset.

Current State vs. Future State: Innovating your Customer Experience and Increasing Productivity
  • The challenges caused by the pandemic force businesses to rethink their customer experience and invest in strategic planning.
  • To start, it’s necessary to analyze the current state, identify weaknesses, and focus on inclusive knowledge management to find opportunities to improve the organization.
  • Some of the most common inefficiency problems include non-utilized talent and extra processing.
  • Improve customer experience and productivity by looking for cumulative, connected or capacity insights.
Read the full article to learn more about innovating customer experience and why its necessary.
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Everything you need to know about sales experience design and practical insights on how to apply it

Sales Experience Design: The Future of Customer-Centric Services
  • Sales experience design is the sum of design thinking, experience design, service design and UX writing. Such a combination allows forging a holistic experience for customers.
  • To understand customers’ needs and find the best solution for sales experience it is vital to combine the content design component with the service design part.
  • This entails conducting UX research, testing the developed content, identifying the touchpoints and pain points of the entire process for customers.

Read the full article for perspective on how design thinking improves the sales process for services businesses.

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A case study on how rethinking visual design and gamification elements based on target audience’s needs can become a game-changer.

How We Helped a Language App Reach Its Target Audience With Visual Design
  • Xeropan was built to help to master a language thanks to engaging game elements.
  • Despite a well-thought UX design, app-store conversions and retention ratio were not satisfactory.
  • After a discovery phase, UX studio found out that the major issues arose from failing to attract the target audience as the game elements met the needs of younger users.
  • Reinventing visual components and testing multiple prototypes allowed to find the right balance between a clear design and gamification. 
  • Improved UI became a key element to greater user experience and product satisfaction.
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