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Strategy: Customer Experience Strategy

UXmatters has published 7 articles on the topic Customer Experience Strategy.

Top 3 Trending Articles on Customer Experience Strategy

  1. The Relationship Between User Experience and Branding

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    A column by Janet M. Six
    May 18, 2020

    This month in Ask UXmatters, the UX professionals who belong to our panel of experts discuss the relationship between User Experience and branding, comparing their scope and the value they deliver to an organization. Our experts then consider the relationship between User Experience and Customer Experience (CX).

    Our panelists also explore the measurement of brand strategy utilizing KPIs and UX measurements. Plus, they consider the importance of consistency in the brand experience. Finally, our experts look at the impact that all of the touchpoints for a product’s or service’s user experience have on the brand experience. Read More

  2. UX Paradise, Part 4: The Customer Experience

    August 23, 2021

    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

  3. Balancing UX Strategy with Lean and Agile | Roles in UX Strategy | UX Versus CX Strategy

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    A column by Janet M. Six
    July 22, 2013

    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

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