Embedded user feedback loops
How often should we get feedback from the user/customer? In too many projects user feedback is something that is "nice to have", or...
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Our Insights
Seven ways to get non-software teams to adopt agility
Why don't departments which work directly with customers (i.e. Marketing, Sales, and Operations) typically talk about agility? The...
Agile or Design Thinking
I recently had the fortune of completing an engagement delivering current and future state customer journey, and an experience design...
CX lessons from Japan - #1: Customers are gods
Store attendants welcome the first customers of the day as doors open at the Mitsukoshi department store, operated by Isetan Mitsukoshi...
The IMPACT Schema: a customer focused change impact assessment tool
Recently, CXD Labs embarked on a customer journey mapping exercise with a telecommunications company and the outcome of the analysis...
A look at the Customer Journey of a typical American consumer
McKinsey and Company recently released a report they've been conducting since 2008 (US Consumer Sentiment Survey), the report I've...
The Uber Customer Journey
Uber has gained a global following by releasing a mobile application that has disrupted the taxi industry. Alongside other comparable...
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