How to reject customers (and still create a positive experience)Rejection is a component of the customer experience that is usually reduced to basic call handling or poorly worded letters. Yet careful design can turn rejected customers into some of the best your business could have.
The importance of mindfulness in CX designUsing mindfulness techniques in customer experience design can unlock insights no amount of data can reveal.
Using leaderboards to stimulate customer behaviourLeaderboards are a powerful way to create competition and encourage changes in behaviour. The question is: how do you use them in customer experience design?
How to make your process maps easier to understandProcess maps link the conceptual customer journey into the way the business will function. Use these principles to help create processes that are clear, effective and easy to understand.
Customer Experience, User Experience or Service Design?How do the three disciplines of CX, UX and Service Design work together to create exceptional, profitable experiences for customers?
agility on July 1st, 2016Who are the real ‘pigs’ in Scrum?
experience on May 30th, 2016Turning customers into products (and why it isn’t a good idea)
experience on May 3rd, 20165 key trends in customer experience design
experience on April 4th, 2016The importance of mindfulness in CX design
experience on March 26th, 2016Using leaderboards to stimulate customer behaviour
experience on March 17th, 2016How to reject customers (and still create a positive experience)
experience on February 26th, 2016Gamifying a customer loyalty program: moving beyond transactional rewards
agility on February 24th, 2016How to make your process maps easier to understand
experience on February 22nd, 2016The problem with Apple Pay? Bad user experience.
experience on February 14th, 2016Why putting friction in the Customer Experience can be a good thing