Customers today have a dizzying array of channels and touchpoints to choose from when they set out to solve specific pain points. Which channel(s) they
I was talking to a friend the other day. She had gone to a Market Research workshop where the instructor was talking about the right
As a User Experience consultant for many years, I’ve worked with several large companies. Well-established companies staffed with smart and motivated people. However, in almost
Commentary on recent research with a perspective from a UX consultant and trainer. Mapping customer journeys is crucial in understanding moments of truth. However, only
As people’s attention spans drop, and options for their distractions explode, how do you get them over the line? How do you persuade your visitors
Mint’s customer support email shows how it can be a valuable tool in customer engagement and loyalty and not just retention.
The goal of my recent survey was to understand how UX is being used by professionals in business settings.
Today the JTB released a report that the 2011 ANA incident was far more dangerous than originally thought. The Wall Street Journal wrote: After the
CMOs, Chief experience officers and global Brand managers are increasingly acting as the orchestrators, assembling cross-functional teams to enhance the customer experience.
UX Mag covers the 9 myths of mobile well from the perspective of Pre-iPhone days.My favorites are: #2 Before the iPhone, We All Carried Flip Phones