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  • Report The Extended Reality Opportunity Today: Your Employees

    Consumers Aren't Ready For Augmented, Virtual, Or Mixed Reality Yet — But Your Workforce Is
    April 4, 2019 | Jennifer Wise, Samuel Stern

    The hype keeps growing about extended reality (XR) — virtual, augmented, and mixed reality (VR, AR, and MR). But the legions playing AR-enabled Pokémon Go that seemed to herald the zombie...

  • Report Innovate Your Business Model To Drive A CX Advantage

    Build A Robust Innovation Strategy Around The Customer
    January 8, 2019 | Ryan Hart

    Leading companies recognize that to maintain a differentiated CX advantage over their competitors, they must do more than incrementally fix and improve existing experiences. Companies gunning to...

  • Report The Five Factors That Supercharge CX Enablement

    Advanced Level: Enablement Practices For CX Transformation
    December 26, 2018 | TJ Keitt, Samuel Stern

    To create truly differentiated customer experiences, businesses must first create employee experiences that simplify customer experience (CX) delivery. CX transformation leaders must help their...

  • Report Three Culture Practices For Long-Term Customer Centricity

    Advanced Level: Culture Practices For CX Transformation
    November 30, 2018 | Samuel Stern

    Very few companies have truly customer-obsessed cultures that can create and sustain a competitive advantage in the marketplace. Those that do got there by innovating. These culture leaders realign...

  • Report Three Ways To Evolve CX Prioritization

    Advanced Level: Prioritization Practices For CX Transformation
    November 13, 2018 | Ryan Hart

    Companies with well-established, high-functioning prioritization competencies have a wide-open opportunity for innovation and experimentation. Customer experience (CX) professionals can focus their...

  • Report Boost Research Speed, Scale, And Experimentation For Breakaway CX

    Advanced Level: Research Practices For CX Transformation
    October 30, 2018 | Kelly Price

    Getting customer research right is essential to CX transformation — it means performing specific activities required for understanding your customers in depth and communicating that understanding...

  • Report Experiment With New Approaches At The Leading Edge Of Design

    Advanced Level: Design Practices For CX Transformation
    October 30, 2018 | Andrew Hogan

    Getting experience design right is essential to CX transformation — it means performing specific activities required for defining and refining experiences based on your vision and research-based...

  • Report The Top Four Takeaways From SF Design Week 2018

    September 18, 2018 | Andrew Hogan, Gina Bhawalkar, Kelly Price

    The 2018 SF Design Week (in July) provided a window into what top designers are working on and thinking about through 197 presentations, panels, and other activities from Airbnb, Chase, Facebook,...

  • Report Customer Experience Trends In China, 2018

    What China Reveals About The Future Of Customer Experiences
    June 5, 2018 | Riccardo Pasto

    China has jumped to the forefront of customer experience (CX) innovation globally. In particular, leading tech firms are pushing the frontiers of digital to capitalize on the mobile-first behaviors...

  • Report How To Run A Co-Creation Journey Mapping Workshop

    Discover CX Improvements By Understanding Customer Behaviors And Emotions
    July 13, 2017 | Riccardo Pasto

    Firms struggle to produce complete, actionable customer insights because they don't invest in qualitative research on their customers. With co-creation journey mapping, customer experience (CX)...

  • Report Use Co-Creation Journey Mapping To Improve Your Customer Research

    Engage Customers In Storytelling And Visualization Activities To Understand Their Behaviors And Emotions
    July 10, 2017 | Riccardo Pasto

    Research-based customer understanding is the foundation of a great customer experience (CX). Performing research directly with customers is essential to truly understanding their needs,...

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