Not too long ago, consumers had to drive to a retail store to purchase what they wanted. Customer experience (CX) had a different meaning. The launch of digital apps and websites significantly changed our lives offering more convenience, time savings, expanded product choices, and easier access to offers and promotions. Though there are a lot of advantages to digital shopping, it’s harder for companies to differentiate their brands. Easy ordering and on-time delivery are customary. Free shipping and simple return processes are the norms. When it does not go as expected, then customers get irate, and satisfaction scores decline. So then…. Continue Reading →
Human Factors International Interviews Stacy Sherman about UX Best Practices and Achieving CX Success
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.