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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 examination of what is working and what isn’t across all channels to really deliver a […]

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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 of the typical issues we uncover during these micromapping exercises and we shared how to

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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 personalized, instantaneous experiences. But many brands aren’t keeping up, leaving the door wide open for

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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 what I mean. We, meaning all of us humans, know what’s right a lot of

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10 Critical Components of Successful Customer Experience Programs – and How to Prove Value

How to Create Measurable Impact and Win Support… No Matter Where You’re Starting

Friday, April 5, 2024

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