Strategy: CX Strategy

Aligning User Experience (UX) and Customer Success (CS) for full-funnel growth is a no-brainer. With 88% of customers choosing not to return after a bad experience, intentionally focusing on the alignment of UX and CS becomes critical. Why? When UX and CS work hand in hand, customers experience smoother user journeys and faster issue resolution, and companies gain a better understanding of customers’ painpoints.

Alignment is about creating a frictionless experience that delights users at every touchpoint. This is about more than just solving customers’ problems; it’s about anticipating customers’ needs to exceed their expectations. A strategic approach is essential. The result: increased customer retention and the creation of brand evangelists. In this article, I’ll show you ten ways to get this right. Read More

Want to turn statistics into stories? Data visualization is the answer. In this article, you’ll learn about the importance of data visualization and how to start using tables, graphs, maps, and more to communicate complex information in an entertaining, inspiring, and accessible format. Because visual resources tend to resonate highly with readers, this article also explores several opportunities for content creators, designers, and marketers to harness data visualization and visual content, boosting their Web site’s authority and driving traffic.

What Is Data Visualization?

In today’s increasingly crowded digital-content landscape, the ability to digest massive amounts of information and present it effectively has never been more critical. As a result, data-visualization tools and technologies are having a moment. Audiences love their eye-catching aesthetics, while brands use data visualization to spot patterns quickly, predict trends, and turn data into insights. Figure 1 shows an example. Read More

In this edition of Ask UXmatters, our panel of experts discusses what UX designers really want from user research. The goals of user research typically include understanding users and the tasks they need to complete. It is also very important to understand exactly how people will use a particular product. The results of user research can help UX designers to better understand users and also to validate their designs.

We must go beyond the surface meaning of analytics data to understand the whys of users’ needs and behaviors. What is behind their needs and goals? Our expert panel believes it is important for UX designers to have a holistic view of users when creating designs for them. We must always keep an open mind during user research and as we analyze research findings. Sometimes we’ll learn something that is very unexpected.

Our experts also explore the need for user research when updating an existing product’s design. Finally, I describe a three-phased approach to updating the design of an enterprise product that is tied to a legacy system, leveraging research findings. Read More