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The Disruption of Customer Experience: How Conversational AI is upping UX and CX standards

  • Artificial Intelligence, Business Value and ROI, Content Strategy, Conversational Design, Customer Experience, Design, Design Tools and Software, Emotion, Interaction Design

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

Article by Jordan Ratner
IDEAS IN BRIEF
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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13 min read

Fear and Loathing in Design Strategy

  • Design, Emotion, Strategy

The most common fears that hamper the design process and what it takes to transform clients into advocates for your approach.

Article by Matthew Franks
IDEAS IN BRIEF
Fear and Loathing in Design Strategy
  • Going through the design process might be scary for clients since it implies exploring new ideas. Many are generally unfamiliar with design strategy.
  • Some common fears include testing ideas on specific demographic groups, using unconventional research methods, and drawing conclusions based on synthesized data sets.
  • These fears create significant barriers to innovation in design and the best way to overcome them is to involve clients in the design process.

Read the full article to learn more about how fear affects the design process, to help you better empathize when this happens.

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8 min read

How we have improved the Candidate Rejection Experience at Intel using UX Research Techniques

  • Behavioral Science, Emotion, Empathy, Employee Experience, Internal Company Dynamics, Interviews

Improving the hiring experience at the most painful stage of the hiring process: candidate rejection

Article by Shira Ben Cohen
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6 min read

Gamification in UX Design: Designing Fun Experiences for Serious Situations

  • Behavioral Science, Customer Experience, Emotion, Empathy, Gaming, Human factors

Gamification empowers designers to drive human emotions that automatically means a product becomes remarkable and stand-out.Gamification empowers designers to drive human emotions that automatically means a product has more chances to become successful because it gets the user’s reaction. It becomes remarkable and stand-out.

Article by Dana Kachan
IDEAS IN BRIEF
Gamification in UX Design: Designing Fun Experiences for Serious Situations


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4 min read

7 Ethical Design Examples To Make Facebook Better For Everyone

  • Accessibility, Behavioral Science, Customer Experience, Design, Emotion, Empathy

Many people have realized that big organizations like Facebook should act more responsibly to avoid the consequences in court due to the way they treat user’s data.

Article by Attila Somos
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12 min read
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