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Defining and Designing Technology for People

Posted in Uncategorized

I have another article in The Pragmatic Marketer, the Pragmatic Marketing magazine for technology product managers. In this article, I have extended Dr. Donald Norman‘s…

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Customer Community

Posted in Customer Experience

A customer community is where customers gather to share ideas, advice, experiences and feelings. Customer communities allow the organization that host the community to “listen”…

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Customer Experience Management

Posted in Customer Experience

Customer Experience Management (CEM) is a strategy that focuses organizations around the needs of their customers. Moving customers from satisfied to loyal to advocate. As…

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Customer Experience

Posted in Customer Experience

A customer’s perception of an organization is formed from their interaction across multiple-channels. Customer experience is the sum of all experiences a customer has with…

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Why I Network

Posted in Career Advice

Several years ago I had the best job! I loved the company. I loved the folks I worked with. I loved what I was doing.…

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Corporate User Experience Maturity Model: Part 4 of 4

Posted in articles

Level 3: Integrated User Experience and Predictable Process When an organization integrates user experience into their corporate strategy then, using metrics, they can effectively control…

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Corporate User Experience Maturity Model: Part 3 of 4

Posted in articles

Level 0: Initial Stage We don’t know what we don’t know… Initially, your organization may not even be aware of the concept of user experience.…

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Corporate User Experience Maturity Model: Part 2 of 4

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I have found that user experience management varies from organizations that are just becoming aware to the concepts of user experience to organizations where user…

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Corporate User Experience Maturity Model: Part 1 of 4

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Organizations and their products and services have a “user experience” regardless if the organization is consciously managing it. User experience encompasses all aspects of the…

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Corporate UX Maturity

Posted in articles

Corporate UX Maturity: A Model for Organizations User Experience Magazine: Volume 9, Issue 1, 2010 Organizations and their products and services have a user experience…

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