Strategy: CX Strategy

In this article, which is Part 4, the final part, of my four-part series, I describe how customers would hypothetically experience Delta Market—a fictitious chain of more than 500 medium-to-large, high-end grocery stores and an organization at the highest level of UX maturity. This article also describes how customers might experience the gap between Delta Market’s high UX maturity and the low UX maturity of Delta’s biggest competitor, Alpha Market. The outcome of this comparison demonstrates how organizations can justify the substantial costs that are necessary to increase and maintain their UX maturity.

This series has presented Delta’s journey from low UX maturity, the UX Swamp, to high UX maturity, the UX Paradise. In Part 1, I described Delta Market in 2012, including the personas and the UX maturity model they had decided to use. Part 2 related the story of Delta’s journey from the UX Swamp to UX Paradise. Part 3 described Delta Market in 2020, after the company had attained UX Paradise. Read More

In this edition of Ask UXmatters, our experts discuss balancing UX strategy with Lean UX and agile development, describe roles in UX strategy, and compare user experience strategy with customer experience strategy.

Every month in Ask UXmatters, our panel of UX experts answers our readers’ questions about a variety of user experience matters. To get answers to your own questions about UX strategy, design, user research, or any other topic of interest to UX professionals in an upcoming edition of Ask UXmatters, please send your questions to: [email protected]. Read More

Last April, the UX leadership at my company, Slalom Consulting, gathered at an off-site meeting to get aligned on how best to brand and market our UX capabilities to our colleagues and clients. Slalom has a strong, seasoned UX team with people distributed across its local offices in the USA, as well as a national team that supports all of us. We excel at holistic, outside-in, omnichannel experience strategy work, which is an exponentially increasing growth area for us and an integral part of our business and technology services. It’s this type of UX strategy work that gets me pumped and makes me want to spring out of bed every morning. But as I discovered, some people at Slalom did not see this work as belonging to the User Experience practice. Read More