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The 6 Disciplines Behind Consistently Great Customer Experiences

Congrats with the Forrester book on CX.

“The practices in the design discipline help organizations envision and then implement customer interactions that meet or exceed customer needs. It spans the complex systems of people, products, interfaces, services, and spaces that your customers encounter in retail locations, over the phone, or through digital media like websites and mobile apps. Design weeds out bad ideas early and focuses your customer experience efforts on changes that really matter to customers. By leveraging expertise and ideas from customers, employees, and partners, it encourages creative solutions–and helps avoid missteps by grounding those solutions in reality. “

(Harley Manning and Kerry Bodine ~ Fast.Co)

Forrester Report: Digital Customer Experience Improvement Requires A Systematic Approach

Disclosure: I work at Informaat (The Netherlands).

Industrialize Processes In Support Of A Digital Customer Experience Strategy – “To consistently meet or exceed customers’ expectations, firms must take a systematic approach to digital customer experience management. In conducting in-depth interviews with 16 business professionals, Forrester found that several of these companies had adopted some best practices for digital design that delivered improvements in customer experience – leading to improved business results through increased revenues, improved loyalty, greater customer engagement, and reduced costs. However, no organization had a mature, systematic approach to consistently differentiate through superior digital customer experience. For firms to turn their digital customer experience into a sustainable source of competitive advantage, they must define a digital customer experience strategy and introduce robust tools and repeatable methodologies to support it.”

(About Informaat, experience design)