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For Customer Experience Professionals

Executive Q&A: Customer Experience Design

June 22, 2012

By Kerry Bodine with Harley Manning, Allison Stone

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Why Read This Report

The right customer interactions, implemented the right way, don't just happen. Instead, they must be actively designed. This requires learning — and then sticking to — the steps in a design process. However, the business discipline of design remains a foreign concept to many of today's business leaders. This report demystifies design. It answers customer experience professionals' most common questions, including what value design can bring to organizations, what steps companies must follow during the design process, and how to get started adopting a design approach.
Tags: Customer Experience Management, Customer Journey, Marketing & Strategy, Multichannel Customer Experience, Web Design & Usability
US $ 499
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TABLE OF CONTENTS

  • 1. What is design?
  • 2. Why should companies follow a design process?
  • 3. What are the steps in a typical design process?
  • 4. What sets design apart from other business disciplines?
  • 5. Who should be involved in the design process?
  • 6. What are the benefits of a design approach?
  • 7. How can you get your organization to adopt design practices?
 
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