Paul Conder

How to View your Customer’s Experience: Customer Journey Mapping vs. Customer Lifecycle [Infographic]

Customer journey mapping is a tool that has taken the business world by storm—helping companies build an understanding of their customer’s experience and develop...

The New CX Toolbox – Six Research Toolsets for Building a Better Customer Connection

BETTER RESEARCH MAKES BETTER BUSINESS For any customer experience initiative to be successful, the project team needs to be very well informed about the customer’s...

Design Thinking and CX: Part 2

Design is a process that helps people develop systems that other people will use. This process can be applied to software, buildings, space...

Design thinking and CX

There has been a great deal written about “design thinking” in the past few years. Much focus has been placed on its value...

Ten Guiding Principles of Customer Experience

Many businesses are working to foster a better experience for their customers. With customer experience being a new area of focus for many, we...

What’s an Experience Worth? – Building a Business Case for CX

All competitive businesses are dependent on their customer’s experience to drive their growth and prosperity. I can’t think of any exceptions, past or...

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