Posts Tagged IBM Commerce

#CXDNow – What’s needed, what’s next?

CXDNow with Tobias Rose
The time for customer experience design is now! In this final episode of our premiere web series CXDNow, host Chris Heuer interviews Tobias Rose, writer, designer and entrepreneur. Tobias has led a fascinating life, from his early professional life in the wine industry to a chance meeting with a monk who asked for his help with a reservoir for their village that lead to his career as a CX Designer. In the first episode we learn of Tobias’ origin story. How his trip to Cambodia resulted in a nonprofit that forever changed a small village and the people who live there. It’s a fascinating tale of one designers realization of the importance of empathy in all we do. Through his story you will see all of the key characteristics that are necessary for someone who wants to be a leading customer experience designer.

It a longer format part two, Tobias is joined by Sarah Grzybowski from IBM’s Journey Designer team to discuss the future of CX design, what we need and what we see coming next. We get some sneak peaks into the IBM Journey Designer product and its future as a management dashboard to optimize the customer experience across their journey.  It’s clear as we discuss in this episode, that technology is only part of the solution. What’s really needed is a greater depth of empathy across the entire business landscape, so that we finally embrace radical customer centricity instead of merely paying it lip service.

In this our last episode of the series one for fall/winter 2015 we were able to touch upon many of the key pieces of advice that everyone needs to be a great CX designer. We will be posting some more recaps of this content and different educational snippets over the course of the next several weeks. Join us again in January 2016 for our next series and a further exploration of customer experience design now. Thank you so much for joining us and special thanks to IBM Commerce and the Journey Designer team for their support of the series.

 

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.


Tobias Rose Interview – From Global Change Maker to CX Designer

Tobias Rose & Sarah Grzybowski – What’s Needed, What’s Next

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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Putting CX to Work. See the forest AND the trees with Dave Gray

CXDNow Dave Gray Interview by Chris Heuer
In this extended episode of CXDNow, host Chris Heuer interviews Dave Gray, founder of world renowned visual communications firm XPlane and author of Gamestorming, The Connected Company and many other great works. Disclosure, Dave is a friend, a mentor and an advisor to my company, Will Someone.

During the conversation, we skim across the broad concepts and processes before diving quickly down into the detailed depths of putting CX to work. How do we approach Customer Experience Design? Sure, it’s about empathy as we continue to discuss, but what does being able to draw have to do with it? As Dave Gray says, “whatever strategy you think you should have, if you can’t draw it, you can’t do it”. It’s this approach, going beyond design to use design as a way of thinking that distinguishes the work of Dave Gray and his team at XPlane. In this 20+ minute episode, be prepared for a rapid fire dose of killer insights that will take your CX Design to the next level. From how to see, to how to think, to how to do – Dave walks us through the forest and shows us the trees.

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 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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