Whether new to CX or looking to expand your current knowledge, it is important to learn about what, when, and how to develop personas so that you can serve your customers better. Knowing what personas are NOT is equally important to create desired outcomes versus hinder them. Continue Reading →
Human Factors International (HFI) interviewed Stacy Sherman about her achievements in designing best-in-class online buying experiences while working at Verizon. Stacy explains that the key to success is focussing on user experiences (UX) and a holistic test and learn approach to positively impact customer experiences (CX). Learn about how Stacy makes it easier for online shoppers to order products and services as well as enable existing customers to upgrade and add-on services with ease.
The number of digital buyers continues to rise every year. “In 2017, an estimated 1.66 billion people worldwide purchased goods online. During the same year, global e-retail sales amounted to 2.3 trillion U.S. dollars, and projections show growth of up to 4.48 (more…)
Many companies strive to achieve high customer satisfaction scores but end up falling short of their goals. One reason is that business teams focus on single parts of the customer journey instead of taking a (more…)
As discussed in “Make It Easy To Get Help,” it’s essential that companies focus on creating great experiences not just at the beginning of their buying journey but post-purchase too. Customers often need support in setting up and using a new product (more…)
