With an average adult attention span that is just eight seconds, attracting and retaining customer attention can be hard. However, building brand loyalty and boosting customer retention brings many benefits. The approach an organization takes to achieving these goals is equally important.

By adding gamification elements to software products and services, businesses can enhance customer engagement by 48%. Plus, companies with gamified loyalty programs experience an increase of 22% in customer retention. Gamification simplifies customer engagement after a purchase and enhances its effectiveness. In this article, I’ll reveal how you can use gamification techniques to enhance customer engagement. Read More

Generative artificial intelligence (GenAI) has created significant buzz—and, in some cases, panic—across industries and job roles. However, UX professionals are often in the best position to help businesses make sense of GenAI for their users.

Our UX team at ServiceNow had been fortunate to work in UX research for artificial intelligence (AI) prior to the GenAI boom. Over the last year and a half, our team has experienced an incredible journey of learning, pivots, and evolution. Therefore, we believe that we’re uniquely qualified to share what we’ve learned so far to help other UX professionals—especially those conducting UX research for AI experiences—conduct more impactful, actionable UX research that elevates the human’s role and experience. Read More

More people are turning to online content and, for 207 million content creators worldwide, this means continually coming up with fresh ideas and creating high-quality content that captivates and retains audience interest.

However, this demand puts pressure on authors to consistently produce content while maintaining high quality and navigating time constraints. With generative artificial intelligence (Gen AI) and its advancements in natural-language processing (NLP), machine learning (ML), and deep learning, content creation has become more efficient and streamlined—from generating ideas to optimizing content for better engagement.

In this article, I’ll discuss the benefits of integrating Gen AI and how it can automate and streamline the content-creation workflow, together with tools that improve the quality of content. But first, we need to understand the individual components of the content-creation process by breaking them down into AI and content creation. Read More

Despite making significant investments in technology, many organizations fail to achieve meaningful progress in their digital-transformation efforts. Seventy percent of digital-transformation initiatives fall short of their goals, often due to inadequate technology integration and insufficient digital expertise. This underscores a critical issue: outdated information-technology (IT) systems and software are holding companies back from realizing their full potential in the digital age. Read More

New technologies and user behaviors are continually emerging, forcing us to rethink how we design and develop mobile apps. As someone who has been deeply invested in this space for years, I find this constant evolution exciting. It pushes us to break boundaries and create mobile experiences that are not just functional but truly transformative.

But where are we going from here? What innovations will shape the next generation of mobile apps? In this column, I’ll cover some exciting innovations that will revolutionize the way we interact with our mobile devices.

The Rise of AI-Powered Experiences

Artificial intelligence (AI) is no longer a dream for us. Mobile-app solutions have started to use AI to personalize experiences and automate tasks. For example, a fitness app tailors workout routines based on the user’s activity level and preferences, and a travel app curates personalized itineraries based on the user’s interests and past trips. These are some common examples that we can find everywhere, but the possibilities are endless. Read More

Sound is an integral part of people’s daily experiences, shaping their perceptions and experiences in ways that they often don’t even notice. From the hum of city traffic to the rustling of leaves in a breeze, sound adds a layer of richness to our world, giving it color and depth.

However, in the digital world, designers often relegate sound to a supporting role—a functional necessity or a mere afterthought. In software user experiences, sound is often limited to the pings and beeps that alert users to incoming messages or system updates. These auditory cues certainly serve their purpose, but they barely scratch the surface of sound’s true potential in enhancing the user experience. Read More

Customer feedback is the cornerstone of successful UX design, providing valuable insights that inform a business how to improve and deliver better products and services. That said, collecting customer feedback and understanding how to use it to drive the UX design process can be challenging. In this article, I’ll examine why customer feedback is important, some methods for gathering feedback, and best practices for integrating customer feedback into a UX design.

Why Customer Feedback Matters

Customer feedback is essentially any information that customers have provided about their interactions and experiences with a business and the products and services it provides. This could include their general opinions, what they dislike, what is working for them, and what they think could use some improvement. Read More

The key to engaging a Web site’s target audience is offering a seamless experience to visitors. A Web site should maintain the right balance between functionality and visual appeal, allowing visitors to access relevant information in little time and without much effort.

Optimizing a Web site’s user experience helps a business generate high-quality leads for its sales funnel and higher conversion rates. However, improving the user experience is easier said than done. You might encounter a number of problems that could lead to poor Web-site performance. To avoid such problems, there are a few things you might want to consider when creating a Web site. In this article, I’ll showcase a few noteworthy strategies that would help you optimize a Web site’s user experience. Let’s get started. Read More

Is your business struggling to see a tangible return on investments in digital marketing efforts? Poorly designed user interfaces might be the culprit, silently undermining your ability to convert visitors into leads.

Great UX design acts as a silent ambassador of your brand, guiding users effortlessly toward making a decision. It simplifies interactions, builds trust, and removes barriers, increasing the likelihood that a site visit turns into a lead. On the other hand, poorly designed Web sites often lead to frustration, quick exits, and lost opportunities.

Statistics show that 40% of potential customers abandon a site if they encounter a three-second delay in page-loading time. So how exactly does effective UX design relate to lead generation? Keep reading and we’ll explore how optimizing a Web site’s UX design can boost a company’s lead-generation efforts. Read More