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Tag: user experience management

Defining and Developing Your UX Strategy and KPIs

Posted in Agile, Business Strategy, and Experience Design

I recently helped a large enterprise software organization define and develop their UX strategic objectives and Key Performance Indicators (KPI). We held a two-day offsite.…

How to Hire the Right User Experience Talent

Posted in Business Strategy, Experience Design, and Leadership

Over the years, this is the most consistent question I get asked is “How do you hire the right User Experience talent?” Here are my…

Plans Don’t Fail. People Fail to Plan

Posted in Agile, Business Strategy, and Design

Yesterday I had the honor of giving the keynote speech at  SoCal UX Camp 2016 . My talk addressed some of the challenges of doing…

Take Part in Actuation Consulting 5th Annual Study of Product Teams

Posted in Product

These annual ongoing studies share information that is meaningful to executives of product organizations in general and product executives in particular. Once the survey is…

Small Companies can Deliver Great Experiences just like Apple

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

Did you get a chance to catch me on Real Talk San Diego1700 AM Friday, December 3 from 11 to 12? If not or if…

Customer Satisfaction, Customer Effort and Net Promoter Score: Different Metrics to Measure Different Aspect of your Customer Experience

Posted in Analytics, Brand, Customer Experience, Experience Design, Service Design, and Voice of the Custostomer

Customer satisfaction (CSAT) is a measure of how products and/or services meet customer expectation. Organizations ask their customers whether their product and/or service have met…

25 Best Practices to Employee Engagement

Posted in Culture, Customer Experience, Leadership, Uncategorized, and Voice of the Custostomer

The Temkin Group recently published The Five I’s of Employee Engagement. As recent research has shown us the direct correlation between employee engagement, customer loyalty…

To Maintain Quality, We Must Do Some Pruning

Posted in Customer Experience, Leadership, and Uncategorized

Jason Fried, of 37 Signals, wrote this in his recent blog, Pruning: Making room for something new: “It’s so easy to create (because creating is fun),…

How Much User Experience Effort by Types of Release

Posted in articles, and Uncategorized

The level of user experience effort that is practical for a given release depends, to some extent, on the type of release—that is, whether it…

How Much User Experience Effort Does It Take for Large Versus Small-to-Medium Companies

Posted in articles, and Uncategorized

Many large technology companies like Apple have invested heavily in user experience for many years. Successful companies have well-established UX departments and have set the…

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