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For Customer Experience Professionals

Persona Pitfalls: Seven Missteps And How To Avoid Them

September 12, 2017

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Why Read This Report

Since their introduction nearly 20 years ago, personas have become one of the most popular tools in the customer experience (CX) pro's arsenal. But as their use has spread, so has the confusion about them. As a result, many firms are no longer reaping the numerous benefits good personas provide. This report outlines seven barriers to success with personas — and how to overcome them.

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Table of Contents

  • Personas: The Gateway To Human-Centered Design
  • Personas Are Still A Useful Tool — When Done Right
  • How To Avoid The Seven Pitfalls
  • Recommendations

  • Engage The Experts And Set Your Firm Up For Success
  • Supplemental Material
  • Related Research Documents

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