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General

Online Shoppers Take Note of Socially Conscious Retailers

View the original postSummary: Ecommerce brands that demonstrate their efforts toward social causes stand out to customers who hold similar values. With so many options online, consumers are beginning to compare retailers based on factors that go beyond products and price. In a recent study of ecommerce websites, we noticed an increase in the number of […]

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General

The Practice of Customer-Journey Management

View the original postSummary: User journeys should be managed like products — by people and teams with specialized, journey-dedicated roles who continually research, measure, optimize, and orchestrate the experience. Journey management is the ongoing practice of researching, measuring, optimizing, and orchestrating a customer journey to improve the customer experience for users and achieve business goals. I […]

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General

Collaboration in the Omnichannel Experience

View the original postSummary: Collaboration is one of the 5 key components of omnichannel user experience. Collaboration between normally disparate devices or channels creates new ways to interact. When users engage with an organization through a specific channel, that interaction is often just one part of a larger customer journey they undertake to complete a goal. […]

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Personas

Scenario Mapping: Design Ideation Using Personas

View the original postSummary: Persona-based scenarios can be leveraged to influence design through guided brainstorming workshops called scenario-mapping workshops. In general, the word ‘scenario’ refers to a sequence of actions or events. UX professionals use scenarios in a variety of situations, the two most notable ones being usability testing ( task scenarios ) and ideation of […]

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Forms

A Framework for CX Transformation: How to Operationalize CX at Scale

View the original postSummary: To deliver high-quality omnichannel experiences, companies must develop an operational ecosystem that enables crossfunctional collaboration and quick reaction to customers’ needs. CX transformation is the transformation of an organization’s values, structures, operations, technology, and culture to mature its CX capabilities by creating an environment able to operate with a focus on the […]