Last month I had the opportunity to attend the Customer Experience Conference 2015
(CX 2015) run by UX Australia. The conference was about designing customer services, and was coupled with a single-day workshop demonstrating techniques for customer journey mapping.
There are many definitions available for 'Customer Experience', but Forrester Research
has the best I have found: “How customers perceive their interactions with your company.”
Here are summaries of two presentations that explain what CX consists of and highlight the value of user-centered design methods.
30 June, 2015