June 3, 2019

Three smart reasons why you should be customer journey mapping

Justin Daab Customer Experience Design

In any of its existing forms—and there are many—customer journey mapping is simply the act of
describing what occurs at every stage of interaction between a customer and your business. That could cover everything from how they find the business (online or physically), what
happens during any visit or transaction, how they experience customer service or even how
they talk about your business” on social media before, during and after the transaction.

April 29, 2019

What’s the difference between digital transition and digital transformation?

Justin Daab Customer Experience Design

Often swapped out for one another, digital transition and digital transformation actually differ greatly in focus and, usually, in scope. Digital transition focuses on the basic (though still potentially massive) shift from analog, or physical, information to that which is stored, recalled or manipulated, using a digital platform. Digital transformation involves a change in how the enterprise or institution structures relationships or conducts transactions enabled by technology. Let’s take a look at a few examples of related transitions and transformations to get a better feel for the nuance.

March 29, 2019

How Does Your Brand Impact Your Customers’ Experience?

Justin Daab Customer Experience Design

Take a moment to think about every interaction a customer has with your brand. Consumers no longer think of your logo as your brand. Your brand is the sum of every experience with customers—the entire customer journey from awareness to loyalty. How do you create brand positioning for the experience economy?

March 20, 2019

Keeping the Human in Human-Centered Design

Justin Daab Customer Experience Design

Recently, at Experience Design Week in Denver, we led a round table discussion with a group of experience design professionals who worked for a range of companies; some as large as Amazon and Google, some as small as a recently-pivoted tech startup. No matter the size of the enterprise, we heard the same issues discussed as challenges from nearly every participant. Read on.

February 1, 2019

The Environmental Issues with Blockchain

Justin Daab Customer Experience Design

If today they were making the 1967 film, The Graduate, undoubtedly, the simple career-making business advice Benjamin Braddock would receive wouldn’t be “plastics,” it would be “blockchain.” What most people don’t understand is that just as plastics had once seemed a technology with limitless potential that turned out to be an environmental disaster, so may blockchain.