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
As CX professionals, we understand the importance of delivering a holistic, end-to-end customer experience. It’s not just about exceeding expectations for a customer’s initial purchase. Those of us who care about customer experience preach the power and importance of making things right when a customer has had a bad experience.
We all have our stories about CX heroes. For example the owner of the restaurant who comes to your table and says, “I’m so sorry about the slow service tonight. Please have dessert and coffee on me.” Or the customer-service representative who stays on the phone with you for what seems like hours, making sure you get through some ungodly, techno nightmare with their product. These people are business-savvy CX heroes. They know that loyalty rules, and the customers who give you business deserve your attention. Oft-quoted statistics tell us that it’s 5 times more expensive to acquire customers than it is to retain them. Providing a good customer experience is not just a nice thing to do; it’s good business. 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