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Month: October 2014

Four Must Dos for your VoC Program

Posted in Customer Experience, Customer Insights, and Voice of the Custostomer

From’s Voice of the Customer measurement: Which metrics are right for you? by Stacey Nevel, here are four “must dos” for a successful Voice Of the Customer (VoC)…

Making the Complex Simple with Progressive Disclosure

Posted in Design, Design Thinking, Experience Design, and Service Design

So how do you make the complex simple? How do you accommodate a person’s first-time experience from their familiar routine from their advance experts needs?…

Experience Design in an Agile World

Posted in Customer Experience, and Experience Design

A recent Nielsen Norman Group study found that organizations that have adopted an agile development process are more proficient in execution but some have abandon…

Data to Delight in the Age of the Customer

Posted in Analytics, Customer Experience, Customer Insights, Design Thinking, Experience Design, Innovation, and Leadership

We are in the Experience Economy that Pine and Gilmore predicted – a customer-centric marketplace that Forrester calls the Age of the Customer where: “A…

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