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Tag: customer experience

UX Maturity Model and Strategy Scorecard

Posted in Agile, Customer Experience, and Experience Design

Your products and services are delivering an experience to your customers regardless if you are consciously managing them. A good experience delights customers and generates…

Bruce Temkin’s Seven Golden Rules of Customer Experience

Posted in Customer Experience

Bruce Temkin is the co-founder and Chair of the Customer Experience Professionals Association and the Managing Partner of the Temkin Group. Prior to founding the…

Design Thinking, Lean and Agile Better Defining Customer Problems and Solutions

Posted in Agile, Customer Experience, Design Thinking, and Experience Design

In today’s experience economy, successful companies don’t stand out because of their efficient production or their better engineering. It is their dedication to understanding their…

Customer Experience, User Experience and Agile

Posted in Agile, Customer Experience, Experience Design, Product, and Technology

I was recently interviewed by Carlos Marquez, CEO at Connexa. He was looking for clarity around Agile development and the roles that Customer Experience and…

Experience Design, Machine Learning and the Platinum Rule

Posted in Analytics, Experience Design, UX and Analytics, and Voice of the Custostomer

The Golden Rule or law of reciprocity is the principle of treating others as one would wish to be treated. It is a maxim of altruism seen in many religions and cultures. Simply…

Delivering Experience Design as a Service: An Interview with Steve Craig, Director, Products & Experience at Mitek

Posted in Experience Design, mobile, Product, Service Design, and Technology

Steve Craig, Director of Products & Experience for Identity at Mitek, is a product leader known for creating and executing product vision and driving technology roadmaps…

Service Design Trends for 2017 – Agile Meets Design Thinking

Posted in Agile, Design Thinking, and Service Design

John Knight posted this a few months ago. I believe that that these 10 trends are worth paying attention to: “…underpin digital transformation across mobile,…

Design Thinking is Iterative and Cyclical

Posted in Design Thinking

Design Thinking is an iterative process. In the larger context, we understand then explore then materialize our solution. Every step of the way is iterative.…

Viability, Feasibility and Desirability

Posted in Customer Experience, Design, Design Thinking, Emotional Design, Experience Design, Innovation, Product, Service Design, and Technology

IDEO has been leading the charge on an innovation model built around Design Thinking. In this model, there are three key perspectives: Viability. Is it…

The Third Wave of the Internet is all about the Experience

Posted in Business Strategy, Customer Experience, Event, and Experience Design

In the mid 1990’s there was a common believe of “build it and they will come” when it came to internet businesses. There were investments…

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