CategoryCustomer Experience

December 28, 2017 — Knowing who your competitors are is pointless unless you do something with that information. Learn how to build your own competitive analysis matrix that organizes your collected information into useful, usable data. Read more…

November 3, 2017 — Using customer journey mapping to map your campaigns can not only turn out to be a huge timesaver, but a well of insights, too. In this article, Yuri Vedenin shares his experience with CJM and how UXPressia was able to achieve a 40% open rate in their email campaign. Read more…

May 2, 2016 — Robots are great for cleaning the floor and are perfect for exploring the moon. They’re just not that great at customer support. The last thing your customers want is another “We received your message” email or “Thank you for holding” recording. Robots only succeed in making customers feel like another number, a dubious accomplishment for your team. They’re the opposite of the personal touch that effective support is supposed to be all about. Read more…

March 25, 2016 — Because gathering information to personalize a customer experience can interfere with the overall experience — with negative consequences for the business — how do we navigate this increasingly difficult territory? What are the guidelines to follow when using data to personalize digital experiences, and how can organizations help people feel comfortable with personalization services that research clearly shows people want? Read more…

March 11, 2014 — Having a comprehensive data report about your website is like having a Rosetta Stone to guide your decision-making process over the lifetime of the website. A powerful report combines data gathered from a variety of sources, including observation of and interviews with users, and analysis of the website’s analytics. Read more…

November 1, 2011 — User experience design isn’t just about building wireframes and Photoshop mock-ups. It extends to areas that you wouldn’t necessarily think are part of the discipline. Read more…

August 26, 2011 — “What do you mean improve? I charged him correctly didn’t I?”. My manager looked at me disappointed. “Yes, Des, you charged him correctly. But a vending machine can do that too. They show up on time, they’re more accurate, I don’t pay them by the hour and they’re never hungover. Your job is to do something that a vending machine can’t do. Your job is to make our customers happy. Give them a good experience. Bring them back here again. Get it?” Read more…