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  • Report Data-Fueled Products: How To Thrive On The Design And Data Science Collision

    August 9, 2019 | Andrew Hogan

    Companies are starting to combine data science and design to create data-fueled products based on pattern-finding algorithms. But it's not going well: Many companies are hurting their customers and...

  • Report How To Increase Your Firm's Appetite For Customer Understanding

    Lay The Groundwork For A Modern Research Practice
    April 1, 2019 | Kelly Price

    Customer experience (CX) pros know that customer understanding is crucial for creating successful experiences but often lack the buy-in they need from their colleagues to do the research required....

  • Report At A Glance: Master Digital Voice Experiences

    A Digital Voice Experience Series Report
    March 27, 2019 | Jennifer Wise

    Digital voice interfaces are hot: New voice-activated devices are hitting the market, customers are buying them, and brands are rushing to create voice experiences for customers to use. Yet many of...

  • Report Digital Voice Experiences

    A Digital Voice Experience Series Report
    March 27, 2019 | Jennifer Wise

    Voice-based digital experiences are all the rage, with consumers using remotes, cars, speakers, and even microwaves that listen and/or talk. Companies wanting to leverage this new touchpoint are...

  • Report How To Design Digital Voice Experiences

    A Digital Voice Experience Series Report
    March 27, 2019 | Jennifer Wise

    Companies are rushing to launch digital voice experiences to keep up with the growth in customers' adoption of talking appliances and competitors' pilots. But their hopes to launch a killer Alexa...

  • 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 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...