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Category: Customer Insights

Test Your Riskiest Assumptions First

Posted in Agile, Business Strategy, Customer Experience, Customer Insights, Design Thinking, Experience Design, and Innovation

How do you know you’re making the right bets with your ideas? Which bets do your ideas hinge on? These are our riskiest assumptions. They…

It’s Really a Riskiest Assumption Test, Not a Minimal Viable Product

Posted in Agile, Business Strategy, Customer Experience, Customer Insights, Design Thinking, Experience Design, Innovation, Product, and Technology

“There is a flaw at the heart of the term Minimum Viable Product: it’s not a product. It’s a way of testing whether you’ve found…

Customer Journey Map Metrics

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

Customer journey maps are a visualization of the journey that your customers go through to understand and engage with your organization. They tell a story…

Mental Models

Posted in Customer Experience, Customer Insights, Design, Design Thinking, Emotional Design, Experience Design, and Innovation

Mental models are psychological representations of real, hypothetical, or imaginary situations. They were first postulated in the late 1800’s by the American philosopher Charles Sanders…

Capture the Hearts to Change the Minds and Win Your Customers

Posted in Customer Experience, Customer Insights, Emotional Design, and Experience Design

Humans are irrational. We think we make rational decisions but science tells us we are incapable of making rational decisions. We cannot make a decision without…

Are Your Customers Analog or Digital?

Posted in Business Strategy, Customer Experience, Customer Insights, Design Thinking, Experience Design, Innovation, and Technology

My wife called from the garden to my daughter asking for the time. My daughter replied three fifty (3:50). I immediately thought “why didn’t she…

Empathy to Innovation

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

Empathy is the tool that we use to gain understanding. Understanding leads to insights. Insight is what informs experiments. Experimentation results in innovation. Empathy is…

Empathy Maps

Posted in Business Strategy, Customer Experience, Customer Insights, Design Thinking, and Experience Design

How do you win the attention of your audience and create content they actually care about? It happens when you take the time to understand…

Customer Engagement and Machine Learning

Posted in Analytics, Customer Experience, Customer Insights, and Data Science

Today’s consumers are overwhelmed by a constant deluge of advertisements and promotions. They are tired of the noise and fatigued by all the product options.…

The Five Phases of Customer Data-Driven Success

Posted in Customer Experience, Customer Insights, and Innovation

In The Continuum of Data-Driven Success, dear friend and colleague, Annette Franz, Founder and CEO of CX Journey, Inc. shares these five phases of customer…

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