The time for customer experience design is now! In this premiere episode of our new web series CXDNow, host Chris Heuer interviews author Brian Solis to discuss his perspective on Customer Experience Design and his new book, “X – The Experience When Business Meets Design“.
In part 1 of the interview we discuss the basics, providing an overview of what Customer Experience Design is and what is driving it. Specifically looking at creating and supporting a truly customer centric view. In fact, going beyond the traditional lip service to embrace “radical customer centricity & empathy”. We also discuss the role of journey mapping and its importance in coordinating marketing and engagement efforts across the company. In part 2 of the interview below, we go deeper into the challenges and opportunities this change creates and how to best approach the practice to find success. Finally, in part 3, we open up our Blab and are joined by Ross Quintana who shares his perspective having been working in this space for many years and helping organizations transform to reap the benefits that such forward thinking provides.
Our goal with the series is to help advance the field of Customer Experience Design, to provide you with the insights and advice you need to bring this important practice into your organization. By embracing radical customer centricity that creates true empathy for the customer along their journey, you can not only survive in the current market, but thrive. Over the course of the next six weeks, we will cover the basics, help you understand how to sell it to your leadership and get into the practicalities of how to do it better and ultimately look to the future.
If you would like to be a part of the taping of the show and join in our post interview conversation, you can join us on Wednesday October 7, 2015 at noon PST on Blab as we interview Doug Foulds, product manager for IBM Journey Designer as we discuss The Need for Customer Experience Design and Journey Maps.
Need help creating design moving customer experiences? IBM Journey Designer enables you and your team to collaboratively visualize journeys, set shared marketing goals, and create and refine tailored experiences for dozens of priority segments. Learn more on this blog post or try it at no cost at ibm.com/journey-designer.
Brian Solis Interview Part 1 of 3 – What is Customer Experience Design
Brian Solis Interview Part 2 of 3 – The Challenges and Opportunities
Brian Solis Interview Part 3 of 3 – The Blab with Ross Quintana
Join us on Blab on Wednesday October 7, 2015 at noon PST for S1E1 where we interview IBM Journey Designer product manager Doug Foulds to discuss The Need for Customer Experience Design and Journey Maps along with another special guest practitioner.