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Welcome to the 18th edition of the CX by Design Ideas newsletter. This is a monthly mailing by your hosts, Lis Hubert and Diana Sonis, where we focus on sharing human-centered ideas for business. Thank you for being here. We appreciate you. P.S. Was this email forwarded to you? You need your own!
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Los Angeles, CA - Tuesday, April 6, 2021
Hello friends,
We've all been waiting for 2021, and here we are already in April. Where does the time go?
It feels like the world is breathing a little easier as COVID-19 rates are steadily decreasing, recreational spaces opening back up around the country, and people slowly feeling more comfortable with being out and about. We aren't out of the woods yet, but there is optimism, and - for now - that's enough.
Here, at CX by Design, we've spent a lot of time thinking about service design. Together with a global retail brand, we're deep into figuring out how a business should define, design, and measure the success of their consumer experience overall and customer service specifically. It is a fascinating journey into what constitutes a baseline vs. delightful experience to cultivate loyal customers. We will share more details in the future.
Serving customers well at every touchpoint in their journey with a brand is obviously not unique to retail. We're fielding inquiries from the finance, insurance, gaming, and real estate industries. All have very similar issues. Namely, how do we serve our customers to meet and exceed their expectations, while creating system efficiencies in the background?
We're beyond excited to be helping to answer this query.
In other news, we're also gearing up for our multi-day workshop for the IAC 21 Anywhere conference. If you want to learn the details of Designing with Customer Intentions, here's your chance! And if you feel so inclined, please share with anyone out there who you think might be interested.
Finally, below, check out the roundup of some of the articles we've been reading in the CX/UX space over the past month or two. We hope you enjoy them!
Cheers,
Diana Sonis,
Founding Partner
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