Tag Archives: Customer experience

Real Reason Shoppers Are Not Returning

Malls are closing. Retail stores are fighting to stay afloat. Analysts expect that more than 6,000 stores will close in 2019. More than 40,000 employees are expected to be laid off. The blame is often cast on the new digital retail experience. Yes, the way a consumer shops is radically different than even just a few years ago, but consider ...

Read More »

Design Thinking Grows Up – Welcome to Experience Thinking

Prologue Design Thinking is an incredibly powerful way to approach the design of just about anything that involves an interaction with people (or other intelligent creatures).  Its underlying philosophy of Human Centered Design requires that we develop a comprehensive empathic understanding of the customer and their situation in a particular context.  This can only happen when we dissect the situation ...

Read More »

A New Take on Being Customer Obsessed

A New Take on Being Customer Obsessed

Those of us in business often latch onto words and phrases as the latest “bright and shiny objects” to share with others. While instilling new thinking is great, the downside of this tendency centers on the misuse and misunderstanding of those catchy phrases. Think of how often we hear “digital transformation,” or “customer-obsessed” (and the alternatively worded “customer-centric”) bandied about. ...

Read More »

Top 6 Reasons Why Customer Experience Mapping Efforts Fail

Before we can talk about how to improve customer experience maps, let’s start with a definition. Customer Experience Map: A large, colorful chart that impresses leadership for a few weeks and then gathers dust in the corner. A complex visualization that requires a user manual in order to identify anything productive. A user-centered process that, once completed, leaves teams too exhausted ...

Read More »

The Future of Insurance: 15 predictions for 2017

  Editor’s note: This is an excerpt from Matthew Griffin’s upcoming paper The Future of Insurance 2020 & Beyond. It is clear from the developments and progress made in 2016 though that the industry’s appetite, pace, and propensity for change, albeit partially fuelled by an increasingly competitive and dynamic marketplace, is accelerating. It’s unlikely that 2017 will be a breakout ...

Read More »