Last year, I published a free eBook called People-Centric Experience Design (PCxD). Experiences are all about people, the customers who interact with your organization and the employees who shape those interactions. Most approaches to customer experience, from voice of the customer programs to customer journey mapping, deal with the logical, left-brain elements of customer experience. But they often fall short on the right-brain, emotional side. That’s where PCxD comes into play. It’s built on three principles:
- Align through PURPOSE
- Guide with EMPATHY
- Design for MEMORIES
To help people understand PCxD, we created this short video:
The bottom line: Tap into the power of purpose, empathy, and memories.