CX Considerations for Website Redesigns

It’s a good idea to consult a customer experience professional when embarking on a website redesign. Here’s why CX should be an integral part of your website project. A website redesign project should involve a visual designer (obviously), developer, project manager, content writer, UX designer – all the usual suspects. […]

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CX for digital transformation

Doing a Digital Transformation? Here’s why you need CX.

Digital transformation is on a lot of organizations’ minds. And as you undertake a digital transformation, you’ll benefit immensely from engaging the right customer experience designer. Here are some reasons why: Digital transformation is business transformation The term “digital transformation” means different things to different people. For some, it’s purely […]

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photo of business people

Customer Experience for B2B? Absolutely.

Customer Experience was long considered a priority solely for B2C companies. There are several reasons for this – not least of which is that the complexity of many B2B buying processes and relationships makes CX look “hard”. So… why is customer experience important for B2B companies? A better question would […]

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CX Renovation

CX Renovation: “MoneySoft”

It can be tricky to understand what specific elements have an impact on customer experience, and how they could be changed. In this CX Renovation series, I’ll recount less-than-ideal experiences (names changed of course) and then explain the updates that could have made them better. Got a horror story you’d […]

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Importance of Customer Experience

The Importance of Customer Experience

We all know that customers talk about good experiences. We know they talk about bad experiences even more. (Quite a bit more!) And common sense indicates the importance of customer experience. But if you’re not convinced yet, here are some concrete reasons why you should be investing in customer experience […]

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definition of customer experience

Customer Experience Defined

When I tell people what I do for a living, many of them ask, “but what is customer experience?” So here’s a handy and quick definition: Customer Experience, or CX for short, is the sum of all interactions a customer has with your organization and the perception they have at […]

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everything speaks

“Everything Speaks”

Picture this: You need a new dishwasher, so you go to the nearest appliance store to buy one. When you get there, the sign is faded, the sidewalk is full of cracks with weeds poking through. Would you still walk into the store? You’re already there, might as well. Inside, […]

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