CX Tip #13: Cultivate Experience Design Skills

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CX Tip #13: Cultivate Experience Design Skills
(Customer Connectedness)

Through its Design Matters initiative, Citrix helps its employees rethink core business processes with a focus on customer needs. They learn to collaborate on ideas to meet those needs, prototype and test with customers, and integrate feedback to deliver solutions such as an online customer “onboarding” experience to help new customers get up and running with their flagship product. A network of employee Design Catalysts, who are specially trained to help colleagues use design thinking on a daily basis, supports this work. Click for more info

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I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

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