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For Customer Experience Professionals

How To Modernize User Experience

It's Not Just About Usability Testing Anymore

March 23, 2015

Primary author headshot


  • By Leah Buley
  • with John Dalton,
  • Corey Stearns

Why Read This Report

Today, user experience (UX) is a robust field combining elements of product design, service design, and innovation. But most customer experience (CX) professionals maintain a narrow view of UX, limiting it to mere usability or user interface design. Customer experience professionals who undervalue UX leave themselves at great risk because software-based and omnichannel experiences continue to reshape customers' perceptions and behaviors. This report details the methods that successful CX professionals will use to revitalize their UX capabilities and the business benefits that these efforts will deliver.

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Table of Contents

  • The Rise Of User Experience
  • How To Modernize Your UX Practice

  • UX Brings Creative Destruction To Org Charts Everywhere
  • Supplemental Material