THINKING AND TIPS ON CUSTOMER EXPERIENCE & CRM

Peter Coleman 10/30/20 Peter Coleman 10/30/20

CUSTOMER EXPERIENCE vs SERVICE DESIGN

Customer Experience and Service Design are terms often used interchangeably, and on the surface, they look pretty similar. So what is the difference?

Peter Coleman 10/12/20 Peter Coleman 10/12/20

THE FOUR LAYERS OF CUSTOMER EXPERIENCE

Brand experience, customer experience, service design, user experience - what's the difference?

This week's CX Tips looks at the different layers of experience and how they unite to form the overall experience people have with brands and organisations.

Peter Coleman 4/22/20 Peter Coleman 4/22/20

HOW TO APPLY DESIGN THINKING TO CUSTOMER EXPERIENCE PROJECTS

According to McKinsey, 70% of transformational programs fail. This week’s CX tips looks at how to use design thinking to structure your CX projects for success.