9 Best Articles in 2020
Nielsen Norman Group
UX Mapping Methods Compared: A Cheat Sheet
Nielsen Norman Group
7 min read · 988 saves · From 2017 · Understand similarities and differences among empathy maps, customer journey maps, experience maps, and service blueprints.
UX Collective
The State of UX in 2019
UX Collective
20+ min read · 832 saves · From 2017 · From the tools we'll use, to our process, to the behaviors that will change the way we design — here's a list of what to expect for User Experience (UX) Design in the next year.
UX Collective
The State of UX in 2017
UX Collective
~15 min read · 550 saves · From 2016 · Here’s our take on looking at the past, understanding the present, and anticipating some of the UX Trends in 2017.
medium.com
How To Track Customer Acquisitions:
medium.com
441 saves · From 2016 · Myk Pono · Customer Lifecycle, Sales Funnel, and Content Strategy
Harvard Business Review
Know Your Customers’ “Jobs to Be Done”
Harvard Business Review
20+ min read · 417 saves · From 2016 · Is innovation inherently a hit-or-miss endeavor? Not if you understand why customers make the choices they do.
Fast Company
Branding is dead, CX design is king
Fast Company
5 min read · 382 saves · 2019-12-13 · The days of crafting brands without incorporating a CX design mindset are drawing to a close.
MIT Sloan Management Review
The Magic That Makes Customer Experiences Stick
MIT Sloan Management Review
~15 min read · 372 saves · 2019-08-06 · Businesses are discovering the power of emotion?to forge memorable customer experiences, inspire loyalty and influence purchasing decisions. Drawing from behavioral and quantitative research as well as marketing strategies from automaker Ferrari,?watchmaker A. Lange & S?hne, and other high-performing companies, Harvard Business School professor Stefan Thomke delves into the psychology and power of emotional customer experiences?in this?insightful article for MIT Sloan Management Review.
UX Planet
Journey Mapping is Key to Gaining?Empathy
UX Planet
10 min read · 320 saves · From 2017 · Tiffany Eaton · This article is for people who already have a basic understanding of journey mapping, but if you are totally new to the tool and how to…
ucdc.therectangles.com
User Centred Design Canvas — Tool Facilitating User Experience Design
ucdc.therectangles.com
5 min read · 312 saves · From 2016 · User Centered Design Canvas is an easy to use and effective tool for analysing, organising and facilitating user experience design.
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OneZero
The Best Tech Books of 2020 Are All About Giving Power to the User
OneZero
~13 min read · 112 saves · Dec 11th · Brian Merchant · These 21 books about technology and its impact on society are crucial to understanding our fractious future
Tom Fishburne
Creating Personas cartoon
Tom Fishburne
2 min read · 62 saves · Dec 13th · Marketers use personas as a tool to try to bring customers into the room — to help organizations be more customer-centric. They're intended to help with everything from innovation to experience design
Dan Gingiss
10 Customer Experience Books Worthy of Discussion in 2020
Dan Gingiss
~12 min read · 31 saves · Dec 15th · Here are 10 of the top customer experience books published in 2020 that were featured on the Experience This! podcast, with descriptions from the authors.
Forbes
11 Customer-Experience-Related Predictions For 2021
Forbes
8 min read · 24 saves · Dec 17th · Eleven customer experience (CX) trend predictions for 2021 plus some commentary.
hyken.com
5 Top Customer Service Articles For the Week of December 14, 2020
hyken.com
2 min read · 18 saves · Dec 14th · Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks.
