We’re moving into an age that is becoming more and more mobile. Every conference speaker I’ve seen for the past several years has discussed the importance of designing customer experiences around our obsession with mobile devices. Who doesn’t want to deliver a personalized mobile experience for each customer via those tiny screens? And yet we’re …
5 Mobile Personalization Tweaks to Keep Customers On Track Read More »
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 WebVisions Chicago conference, and this question came up: Is there a difference between User Experience …
User Experience and Customer Experience: What's the Difference? Read More »
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 …
Stop Looking at Channels for the Best Omnichannel Experience Read More »
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 …
The Tinderization of Mobile Customer Expectations Read More »
