Posts Tagged Customer Experience Design

CX: Making the Business Case with Risto Lähdesmäki

CXDNow with Risto Ladsesmaki
The time for customer experience design is now! In this episode of our web series CXDNow, host Chris Heuer interviews Risto Lähdesmäki, CEO of Idean. Following up on our discussions with author Brian Solis, and IBM Journey Designer Product Manager Doug Foulds, and Tom Illmensee, Director of UX for Prezi we are now diving into making the business case, or rather selling CX to management, and clients.

In part 1 we talk about Risto Lähdesmäki’s journey from his roots as a designer through his first user research firm and how it evolved to become Idean, with offices now around the globe. His thinking and his agency has grown as the idea of UX and CX has evolved. He talks about how he has been fortunate to connect with so many clients who really ‘get it’, who innately understand the value of CX. He also shares some of the differences between Europe and the United States.

In part 2 we discuss some of the aspects of the value proposition, most especially the reduction of friction in the customer’s journey, and the competitive advantage of those who understand CX and embrace it and iterate on it. In this episode, hear why he believes that every dollar invested in UX/CX can return 10-100x and help them win back market share and earn the loyalty of their customers.

In part 3 we are joined by Rit Mishra, a Senior Design Director at Idean to work out loud by collaboratively discussing and working on the Empathy Map and Customer Journey for our new community movement, We Are the Solution. In this very informative segment, we layout a basic framework of how we look at the CX before, during and after, from both a backstage and front stage perspective. If you are trying to figure out how to start with CX, this is the segment you want to watch.

Finally in segment 4, we dive deeper into some Q&A, talk about the future and about other key pieces of advice for getting the most out of CX.

If you would like to be a part of the taping of the show live and join in our post interview conversation, you can join us next Wednesday November 4, 2015 at noon PST as we interview Dave Gray, author of GameStorming and all around smart+nice guy. In this interview, we will go deep into his practical advice from his many years of experience doing CX and UX for customers through the firm he founded XPlane, as well as

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.


Risto Lähdesmäki Interview Part 1 of 4 – How did you get into UX?

Risto Lähdesmäki Interview Part 2 of 4 – Making the Business Case

Tom Illmensee Interview Part 3 of 4 – Putting CX to Work, #WeAreTheSolution

Risto Lähdesmäki Q&A – Part 4 of 4

SPONSORED BY IBM JOURNEY DESIGNERIBM Commerce Blog logo

For more about the #CXDNow series, why I am doing it and where we are headed, read this background post.

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#CXDNow – Making the Business Case with Risto Lähdesmäki from Idean

#CXDNow - Making the Business Case with the founder of Idean
In working to advance the field of Customer Experience Design, we have talked with author Brian SolisIBM Journey Designer Product Manager Doug Foulds, and Tom Illmensee, the Director of UX at Prezi. We’ve talked about what it is, why we need it, what challenges we face and even some practical aspects of how to really get started doing it. So now it is time to turn to that all important question of convincing leadership to invest. In our next live Blab on Wednesday October 21 at noon PST, we will be talking with Risto Lähdesmäki, CEO & Co-Founder of Idean about how to make the business case for CX Design.

Following the advice of Tom Illmensee from our last show, it’s always good to start with small things, to show some simple proof. But how do you really get an organization to realize the true value of CX Design? What is the business case to be made if your organization is run by managers who are more concerned with the bottom line then they are creating value for your customers? What are the best ways to overcome the atypical challenges of unfamiliarity, cost avoidance and the dreaded question of ROI?

If you are striving to make CX part of your career path or simply trying to figure out how to bring CX into your organization’s processes around customer engagement and marketing, you must join us to talk to Risto next Wednesday October 21, 2015 at noon PST. With 6 studios around the world and more then 150 professionals, Risto knows a thing or two about the value of  UX and CX which will contribute to your future success.

Risto Lähdesmäki – Bio
CEO & Co-Founder, Idean

Risto is an entrepreneur-spirited-jack-of-all-trades-creative-director. With a special talent for identifying business opportunities for his clients and is somewhat water-resistant to the phrase: “this is not possible”. With over ten years background in User Interface and User Experience design, he has been involved in hundreds of design projects and is shaping the future of branding through UX. Risto has led Idean’s rapid rate of growth across the US. Risto is an entrepreneur and designer at heart and has worked with start-ups as well as big enterprises his entire professional career. Risto was recently named PwC’s Most Valuable Entrepreneur 2015 at the Nordic Business Forum.

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.

SPONSORED BY IBM JOURNEY DESIGNERIBM Commerce Blog logo


For more about the #CXDNow series, why I am doing it and where we are headed, read this background post.

 

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#CXDNow – The Need for Customer Experience Design and Journey Maps with Doug Foulds

#CXDNow - The Need for Customer Experience Design and Journey Maps with Doug Foulds
The time for customer experience design is now! In this episode of our web series CXDNow, host Chris Heuer interviews Doug Foulds, product manager of IBM Journey Designer (and sponsor of this show).  Following up on last week’s discussion with author Brian Solis about his new book, “X – The Experience When Business Meets Design“, we dive deeper into why this practice is sorely needed and discuss the specifics of the IBM Journey Designer product, as well as where it is headed in the future as it goes from design tool to functional dashboard.

In part 1 of the interview we review some of the key concepts and specifically dive into the need for better collaboration across channels and across different teams inside and outside of the company. The need is largely driven, it seems, by changing customer expectations, but also by the growing complexity of an omnichannel world. By visualizing all of the different touchpoints we can better coordinate our processes for engaging the customers and ensuring consistency, which is often lacking.

In part 2 of the interview Doug tells us about how the product works to enable marketing teams to collaborate in their planning and execution in real time using IBM Journey Designer to visualize the customer journey. He says that he and his team are seeking early customers to go on the journey with them as they expand the product functionality from beyond the design/layout capabilities it has now, to become a fully functioning dashboard. Starting with SilverPop and extending to the full IBM Marketing Cloud. Eventually, they will even integrate other 3rd party marketing cloud solutions.

In part 3 below, I get Doug’s advice on how to start the process of building a customer journey map, beginning with the empathy maps. We talk about the mindset needed to approach it properly as well as some specifics about the questions we should be answering when we step into the persona of our desired customer. In this case, we are using the real world example of trying to understand and engage Nicole, who may become a volunteer for We Are the Solution. A new community initiative to end activism by opposition and bring people together to form collaborative solutions.

Finally, we wrap up with an open Blab conversation where we are joined by Marc Meyer, Digital Strategist at Accenture Digital where we discuss the long road ahead and the potential value of journey maps for smaller clients.

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 14, 2015 at noon PST on Blab as we interview Tom Illmensee, Director of User Experience and Design at Prezi, as we more deeply discuss The Challenges to Overcome.

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.


Doug Foulds Interview Part 1 of 4 – The Need for
Customer Experience Design and Journey Maps

Doug Foulds Interview Part 2 of 4 – IBM Journey Designer

Doug Foulds Interview Part 3 of 4 – Getting Started with Empathy Maps

Doug Foulds Interview Part 4 of 4 – The Blab

SPONSORED BY IBM JOURNEY DESIGNERIBM Commerce Blog logo

For more about the #CXDNow series, why I am doing it and where we are headed, read this background post.

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#CXDNow s1e2 – The Challenges to Overcome with Tom Illmensee from Prezi

#CXDNow - The Challenges to Overcome with Tom Illmensee of Prezi
Now that we have established the basics of Customer Experience Design, having talked with author Brian Solis, and IBM Journey Designer Product Manager Doug Foulds, we are going to start getting to more practical matters. In our next live Blab on Wednesday October 14 at noon PST, we will be talking with Tom Illmensee, the Director of User Experience and Design at Prezi. If you care about design, and great presentations, you know of Prezi, the dynamic visual storytelling tool that has transcended the typical boring slide show. So, it goes without saying that Tom is truly one of the masters in designing great experiences.

While we will certainly be tapping into his expertise to get some practical insights and advice, our focus for the next show in the series is going to focus on the challenges customer experience designers face. From selling the process to management, to coordinating teams, to making difficult decisions with little to no data and in particular in regards to the constant process of refinement that we must embrace to correct our mistaken assumptions. If you are striving to make CX part of your career path or simply trying to figure out how to bring CX into your organization’s processes around customer engagement and marketing, you must join us next Wednesday October 14, 2015 at noon PST.

Tom Illmensee – Bio

Tom Illmensee is the Director of User Experience and Design at Prezi, where he coaches user experience teams and fuels product innovation through design research. His 15-year journey in UX has covered wide territory: from a startup focused on philanthropy, to a software company helping people find service jobs, to an e-commerce giant and technology consulting. He’s even been a professional musician, preschool teacher, library clerk and cook. Along the way he has discovered new ways of collaborating and surprising paths to empathy. Tom has a master’s degree in Interdisciplinary Studies from Virginia Commonwealth University. He recently moved from Richmond, Virginia to Budapest, where he plays guitar entirely too loud, runs every day and refuses to shave.

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.

SPONSORED BY IBM JOURNEY DESIGNERIBM Commerce Blog logo


For more about the #CXDNow series, why I am doing it and where we are headed, read this background post.

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#CXDNow Premiere – Brian Solis, “X – The Experience When Business Meets Design”

#CXDNow Premiere - Chris Heuer Interviews Brian Solis
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

SPONSORED BY IBM JOURNEY DESIGNERIBM Commerce Blog logo

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.

#CXDNow Interview with Doug Foulds - The Need for Customer Experience Design and Journey Maps

 

For more about the #CXDNow series, why I am doing it and where we are headed, read this background post.

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