Blog & Resources

User experience

5 Reasons your Website Users are SO Frustrated

I'd hope by this point anyone reading this blog understands that my passion for customer experience is a holistic one. I don't believe one aspect or theory or channel is the "right" way. I believe it takes a measured, consistent ...

Epic Business Quotes from 1 Year of Podcasting

Have you ever thought about how cool it would be to have one of those dinner parties with people you admire? I believe many of us dream of getting folks around a table to share what inspires them, how they ...

User Experience and Customer Experience: What's the Difference?

All of our customers are users... That may be true, but is there another way to look at the experience? Our Chief Customer Experience Investigator™ Jeannie Walters was part of a panel discussion with a brilliant group of enlightened leaders at the ...

Stop Looking at Channels for the Best Omnichannel Experience

I hosted a webinar last week about digital experience. We've developed a process here called Digital Micromapping. This is the next step after customer journey maps in some cases, the first case in others. In the webinar, we covered some ...

Tapping Into Real-Time Customer Input

Have you ever struggled with how you can listen better to your customers? What if you have lots of them? What if they love your product enough to be passionate about sharing feedback? It can be a challenge to not only ...

The Tinderization of Mobile Customer Expectations

The world is changing, and fast. We've come to accept the incredible pace of innovation. But have you thought of how it's impacting your customer's expectations? With the widespread acceptance of apps like Uber and Tinder, customers are demanding more ...

Testing Digital Experiences: How You're Doing More Harm than Good

Sometimes usability testing drives me bananas. We're testing things we already know. We're proving common sense. We're spending lots of time and resources to get the answer we already know. If you've spent any time observing usability tests, you know ...

4 CX Myths: Let's Blow Them to Pieces

Only four, you ask? Please. I have a plently of myths busted. This is a teaser for an upcoming slideshare. Customer Experience is gaining some momentum and rightly so. This is for all the nay-sayers and doubtfuls out there. Four ...

Operating System Comparison: Special 360Connext Video

We have a special video for you today! How would you compare the experience between different operating systems? Are you an Android user or an Apple user? Sometimes the answer is not so simple. We'll be performing our own operating ...

The Gamification of Experience

How many meetings have you sat in recently where the term "gamification" has come up? It's often waved in front of an executive as either a magic elixir or a battle cry. Gamification, it is stated, is the answer to ...

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