Category: Customer Experience

Trust matters. Whether it’s in a personal or a business relationship, loyalty grows only through trust. When trust is lost, it can be hard to win it back. However, current trends in UX design show that many companies are putting profits before their relationship with the customers, using ‘dark patterns’ and other ploys to deceive…

The post Ethics led design: the only way to gain user trust appeared first on Customer Experience Magazine.

According to Gartner, by 2025, 60% of customers will seek service from third-party sources of information not owned by the company. Currently, younger customers already use third-party information sources more frequently than older consumers, suggesting that this trend will increase as their share of the total customer base grows. A Gartner survey of 4,831 B2C…

The post Gartner predicts by 2025, 60% of customers will seek service information from third-party sources  appeared first on Customer Experience Magazine.

Most of all, we’re experts in our own narrative, our feelings, our lived experience. No one has had that but us, and while it might be unexamined or instinctive, we’re the experts. Experts in who we associate with and what we choose to believe. And many of us are experts in what we do all […]

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The first kind, the common kind, is when someone helps you with advice or labor to accomplish what you’ve already set out to do. The second kind, more rare and more useful, is when someone helps you realize that your original plan wasn’t as good as you thought it was, and helps you come up […]

Data as we know it is evolving. Previously limited to numerical and text form, data is now increasingly presented to businesses in the form of audio and video, especially with the accelerated use of telephone and video-call communication between businesses and customers.   Voice recognition AI holds more essential data than any other communication, conveying sentiment,…

The post The evolution of data: will AI voice recognition shape how we serve our customers?  appeared first on Customer Experience Magazine.

With the possible exception of hockey games, there have been few places in our modern lives where public interactions are supposed to be coarse. If (back when we could, and soon when we can again) you go to the theater, a museum, the mall, a restaurant, the library, school, the supermarket, the park, or yes, […]

“C’mon, c’mon, c’mon…” We’re standing on one foot, impatiently waiting for the shortcut, the method, the guarantee. Skip the preamble and the analysis–what’s your take? Don’t talk to me about genre and method and history. No time for that. What are we supposed to do right now? Perhaps the reason we’re struggling is that along […]

There are some problems where a useful solution is a win for everyone. But not many. Certainly not the problems that have been around for a while. If there were a win win solution, someone would have probably found it already. For significant problems, someone is going to lose in the short run. Leadership is […]