Abstract

We have entered The Age Of The Customer, where the only sustainable competitive advantage is knowledge of and engagement with customers. The successful companies will be customer-obsessed. Corporate leaders who understand this new reality have raised customer experience to one of their top strategic priorities. These newly formed customer experience teams tend to be small, and focus more on collaboration and influence rather than performing the work of improving the customer experience. It is the intersection of their limited resources and elevated status in the organization that provides opportunities for UX teams. Companies are awakening to the power of qualitative research, the importance of design to their business, and the value of deep understanding of how customers perceive their interactions – expertise that UX teams are uniquely qualified to deliver.

Continue reading Sam Stern: How the Rise of CX Will Elevate UX →

Jim O’Neill UI Patterns: A Practical Toolkit Tuesday, May 13, 2014, 6:30 PM to 9 PM Nokia HERE 1 Main St, Cambridge, MA 02142

Jim’s slides

http://www.slideshare.net/abovethefolddesign/ui-patterns-a-practical-toolkit-jim-oneill