Customer Experience Design

Customer experience design begins with understanding moments, touchpoints, and interactions people have with brands, products, and services, and the ideas, memories, and emotions we want those moments to create. It’s about designing an experience that changes behavior and influences action.

Travel + Leisure

From a timeshares and vacation rentals to the world’s leading membership travel technology company that turns dreaming into doing

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Customer experience is most successful when it enables your brand to create a bond between a customer or an employee through a positive, emotional connection. An experience that feels relevant, differentiated, and engaging, leaving the customer feeling confident in their choice to spend their money and time on your brand’s product or service.

Today, the customer experience can begin anywhere and is not linear, whether that’s online, in-person, or a customer support interaction. Therefore, it’s even more critical to deliver a holistic brand experience that empathizes with your customer, understands the context with which they’re interacting with your brand, and gives them what they need, all leading to a lasting, productive and mutually beneficial relationship.

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Insights on Customer Experience Design

Build the Right Team for a Customer Experience Home Run

Brands that value customer experience build the best teams, combining the skills, influence and knowledge to get customer experience done right. Howard Breindel offers tips for assembling a stellar roster to bring in a CX grand slam.

CMOs and CIOs: Partners in the Digital Customer Experience

Smart companies have moved beyond comparing budgets and are instead focused on collaboration between marketing and IT, as both are key to what is becoming critical to businesses – the customer’s experience.

From Customer Experience to Client Experience

Customer experience. The phrase has become ubiquitous in branding and marketing circles. But what does customer experience mean in the B2B arena, where relationships dominate and decision making is complex and nuanced?