Our latest POV on how customer experience drives everything from concept and creative to design and technology
BusinessDictionary.com defines a team as “a group of people with a full set of complementary skills required to complete a task, job, or project”. If the goal of any business is to have satisfied customers, why do so few treat their customers as part of the team? After all, they play the most critical role […]
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The Trend in Needing Design Capabilities The acquisition of experience design firm Adaptive Path by Capital One created quite a stir in the design community, much like the acquisition of Fjord design by consulting firm Accenture or Deloitte’s purchase of Ubermind. But what are these acquisitions all about? Why are companies racing to embrace experience […]
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Developing an experience strategy can seem daunting, but if you look at it as a set of coordinated, planned actions/tactics, which will take you along a journey to reach a desired future state over an established period of time, then it seems a bit more manageable. Breaking that down into bite-sized chunks, let’s start with […]
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Frustrated with your current retail customer experience? Don’t worry. It’s changing rapidly, and as consumers, we have a lot to look forward to. Imagine the day when your personal intelligent digital agents dutifully assist you in using your own Internet of Everything on your favorite interconnected devices, all synchronously interacting and faithfully catering to your […]
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The problem with innovation, of course, is that there are rarely rules to guide it. Having a toolbox of tricks to help with the process is critical. Over the next few posts, let’s look at some favorite concepts for thwarting innovation blockers. MAVRiQ has a few books that constantly provide inspiration to move through the […]
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I recently spoke at a global hotel conference about connecting physical and digital experiences for users. My colleague, Justin Reilly, started off our presentation with great information on how storytelling affects the human brain. To tie into this great introduction, I asked my audience to imagine their website as a virtual hotel. I then began […]
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Business As Usual Has Been Disrupted Time and again, customers embrace brands that go beyond selling products and services to providing meaningful utility in their lives. Consider the disruptive offerings by companies like Uber, who transformed a functional task into an effortlessly enjoyable one, changing consumer behavior seemingly overnight. Every day, we read about more […]
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Every time I stand in front of a group of people to give a talk, I’m overcome with three distinct thoughts: 1) They have no idea what I’m about to say. 2) Find the person in the room who loves your talk the most. 3) And find the person who hates it. The first statement […]
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I hear a lot of talk these days about UX (user experience) being a subset of CX (customer experience), because UX is traditionally only about creating digital products. Or I hear from the other side that UX means everything, and encompasses CX. But as the physical and digital worlds continue to merge in an ever […]
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Qualitative research is possibly the least understood type of primary research at most companies. In fact, most companies have never performed it before. If you grew up in the user experience or service design disciplines, you will likely be familiar with qualitative research and in-the-field ethnographic studies. Unlike quantitative statistical studies, which attempt to reach […]
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