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Is Your Goodbye Better Than Your Welcome?
Welcome to another blog post where I shall talk about goodbyes. You must be wondering, “Wait, why am I talking about goodbyes? Isn’t the whole point of experience design to create memorable moments and experiences?” Well, yes, but hear (read) me out. Recently, we’ve seen companies making headlines for their large, unceremonious layoffs. People were…
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Supercalifragilisticexpialidocious Experiences
Have you ever had a Supercalifragilisticexpialidocious experience? You know, the kind that leaves you feeling like you just got hit with a bolt of lightning and your life has been forever changed? Well, that’s the power of experience design. Experience designers are the ones who create over-the-top, mind-blowing experiences that make a transformative impact on…
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It is ok to Recycle (Ideas!)
Almost everything we buy or use today tells us how we can / should recycle it. It is a widely accepted and respected practice. In certain countries, it is in fact illegal to sell some products without sharing appropriate recycling information.However there is one area where we often see people shy away from recycling. Ideas.…
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What is Scenario Modeling and How do CX teams perform it?
In this Article, I am going to explain How to perform a Scenario Modelling exercise? Why should we care about Scenario Modelling? Fair point, let me explain. Recently I read an insightful post titled ” Introducing 2022, The Year of Agility | XM Institute ” from Bruce Temkin, Godfather of CX & Head of the XM Institute.…
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Account-Based Experience Management (ABXM)
Over the last 5 years, most leading B2B Marketers and Sales professionals stepped away from their “Spray and Pray” tactics to a more focused “Account-Based Marketing” approach. Account-Based Marketing is defined as a strategic approach to B2B marketing in which marketing and sales teams partner to target best-fit accounts that have the biggest revenue potential…
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Qualtrics & FullStory Integration
If you are reading this, there is a good chance that you are already familiar with Qualtrics and FullStory, however it is my duty to introduce you to them briefly. Qualtrics is one of the worlds leading Experience Management Platform and Ecosystem. Leading brands around the world use Qualtrics to learn, understand, measure, and improve…
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Awesomease
Does your team speak Awesomease? Never heard of Awesomease? Well, here you go then… Every now and then we all experience a product or a service that puts your mind at ease by simply being awesome. We love the experience so much, that we go around town talking about it. We share it with family,…
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CX Snakes and Ladders
Sharing a fun board game for CX Professionals. Feel free to print it up or share it with your teams. CX Snake Bites Faking executive commitment to improve CX and EX Prioritizing CX improvements by lowest rated touchpoints Conduct surveys but dont follow-up with fixes Treating Rules over common sense and empathy Chasing Wow moments…
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Don’t bully your customers into doing your homework
The 1st Monday in September is celebrated as Labor Day in US. It is a federal holiday to recognize the contribution and achievements of laborers to the development of this beautiful country. Of course, any federal holiday spells as a “Opportunity to sell” in the retail world and you would see a majority of stores…
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The Corporate Fly On The Wall
Most of us would have watched the vice presidential debate or seen this picture trending last week when the humble fly took the Internet by storm. The fly was resting on the head of US Vice President Mike Pence and managed to distract everyone’s attention from whatever was being said or promised by him or…
