Trends Report

Executive Q&A: Customer Experience Design

June 22nd, 2012
Kerry Bodine
With contributors:
Harley Manning , Allison Stone


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.

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