Customer Journey Map Metrics

Customer journey maps are a visualization of the journey that your customers go through to understand and engage with your organization. They tell a story from when a prospective customer first heard about you, through first contact and into a (hopefully) long-term relationship. Customer journey maps are a tool for your organization to measure customer … Read more

Capture the Hearts to Change the Minds and Win Your Customers

Humans are irrational. We think we make rational decisions but science tells us we are incapable of making rational decisions. We cannot make a decision without emotions. It is the emotional part of our brain that informs our rational part to make a decision. And if the feeling is strong enough, we will justify our decisions to … Read more

Artificial Intelligence Experience Design Principles

As was the case with the mobile revolution, and the web before that, machine learning is causing us to rethink, restructure, and reconsider what’s possible in virtually every experience we build. At Google, they call this Human-Centered Machine Learning – staying grounded in human needs while solving for them—in ways that are uniquely possible through … Read more

The Five Phases of Customer Data-Driven Success

In The Continuum of Data-Driven Success, dear friend and colleague, Annette Franz, Founder and CEO of CX Journey, Inc. shares these five phases of customer data-driven success: Phase 1: Feedback This is where we see companies in the primitive stages of understanding the importance of data (i.e., they know they need to listen to their … Read more

Big Data Insights Improve Customer Journeys and the Bottom Line

Is big data enough? Aggregate numbers can tell you a lot, but they say very little about how individual customers are thinking and talking about your products. In the article, Don’t Let Data Paralysis Stand Between You and Your Customers, From Data to Action: a Harvard Business Review Insight Center Report, Harald Fanderl shares that: … Read more

Brand Leaders Deliver Exceptional Experiences

“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” – Jeff Bezos, Amazon CEO Amazon emphasizes platforms that each serves its own customers in the best and fastest possible way. Bezos shares … Read more

Death of the Password with Better Authentication Design

I recently attended Jared Spool’s presentation “Insecure & Unintuitive: How We Need to Fix the UX of Security.” If you haven’t heard Jared speak then I recommend that you do. Jared is both highly entertaining and highly informative. In this presentation, Jared shared how organizations are losing millions of dollars because people don’t remember their … Read more

Experience Design Principles for Machine Learning

I find myself going back to Fabien Girardin’s excellent article, Experience Design in the Machine Learning Era, and mining it for more gold. Fabien shares: “Nowadays, the design of many digital services does not only rely on data manipulation and information design but also on systems that learn from their users. If you would open the … Read more

Data Science Meets Design Thinking

In the O’Reilly article, Design thinking and data science: Solving problems with data necessitates a diversity of thought, Dean Malmgren from Datascope and Jon Wettersten from IDEO shares: “Problem solving not only requires a high-level conceptual understanding of the challenge, but also a deep understanding of the nuances of a challenge… Solving problems with data necessitates a … Read more

The Right Color Palette for Data Visualization

While visually appealing (harmonious) color palettes are easy to come by these days, finding the right color palette for data visualizations is challenging. Things are made more difficult, as we need to convey information across thousands of unique data sets in many different types of visualization layouts. And then there are issues like accessibility, enough … Read more