Ideas & Insights For Better Customer Experience
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A Practical Guide To Conducting Contextual Inquiry
In a contextual inquiry, also known as contextual interviews, researchers observe participants as they perform tasks while explaining what they’re doing. Researchers may also ask clarifying questions during the process. These interviews take place in the user’s environment, blending observation with traditional interviews. This approach gives researchers a rich, detailed view of how customers interact…
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Shadowing: A Guide To Deeper Customer Insights
Shadowing is a powerful ethnographic research method that helps design teams derive valuable insights about customer behaviours, motivations, and pain points. What is Shadowing? Shadowing involves closely following and observing customers as they interact with products, services, or the environments, to see the actual behaviours and challenges that customers face. The method captures nuances often…
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Beyond Generations: Smarter Ways To Understand Your Customers
We’ve all heard the clichéd wisdom about generational differences: Millennials are tech-savvy but entitled, Boomers are hardworking but resistant to change, and Gen X is independent but cynical. Very often, marketers and CX professionals conveniently rely on these generational segmentations to tailor their messages and services to customers. While there are some gaps, among the…
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Empathy Maps Or Customer Personas: When To Use What?
Key Takeaways Empathy maps and customer personas are essential tools in customer research but often get confused. While both improve customer understanding, they focus on different aspects and lead to varying outcomes. Knowing the differences and when to use each enhances our ability to create effective customer experiences. First, the definitions… Empathy Maps Empathy maps…
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How To Gain Deeper Customer Insights With Empathy Maps (With Template)
Key Takeaways Empathy maps is a powerful (yet often overlooked) tool that helps teams gain deep insights into their target customers. Often, when attempting to construct a view of their customers, teams, armed with limited data from surveys and feedback (or sometimes none at all), jump straight into creating customer personas, skipping the empathy mapping…
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Inside Out: The Service Design Advantage In CX
Organisations today are keenly aware of the importance of improving CX. Yet, many approach this goal with a narrow focus, addressing only the most apparent issues rather than looking at the bigger picture. This limited approach often leads to short-term fixes that don’t yield the desired results. To truly elevate CX, organisations must start with…
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Beyond the Hype: Key Considerations for Effective Digital Transformation
One of the critical themes in contemporary corporate strategy discussions is digital transformation. It involves integrating digital technology comprehensively across a business, fundamentally altering operations and how value is delivered to customers. More than a trend; it’s a competitive imperative in today’s digitally-driven world. However, the simplicity of the term belies the complexity of the…
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What You Need For An Effective Ideas & Task Prioritisation Workshop
An Ideas and Task Prioritisation Workshop aligns teams, clarifies objectives, and sets a clear roadmap for execution. Here, we’ll walk through the essentials of conducting a workshop that not only streamlines your workflow but also maximises productivity and strategic focus. Workshop AT A GLANCE: Guided Steps To A Successful Prioritisation Workshop 1. Pre-Workshop Preparations a.…
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Proving CX Value: Building A Business Case That Speaks Volumes
It is well acknowledged that stellar CX is the linchpin for cultivating customer loyalty, elevating brand prestige, and enhancing customer lifetime value, underscoring the tangible value of CX. Data from Forrester reveals that companies excelling in CX outshine their peers on the S&P 500 index by an impressive 80%. However, despite this compelling evidence, the…