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Sharing human-centered ideas on how good, passionate, risk-taking, companies can do better business, people-first.

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Welcome to the 7th edition of the CX by Design Ideas newsletter, a monthly mailing by your hosts, Lis Hubert and Diana Sonis, with a focus on sharing human-centered ideas for business. A massive THANK YOU to each of you for being here!


Los Angeles, CA, Monday morning, April 6, 2020

Phew, what a week, a month, a year 2020 has been! 

For many of us it feels like 2020 has been cancelled. The COVID 19 pandemic has been a disaster for numerous businesses. "Non-essential" business closures across the nation (and most of the world!). Setting employees up for remote work. Letting go of staff. The list goes on and on. 

And yet, there's hope.

People are figuring out how to disaster-proof their business to be more resilient in sudden downturns. We're seeing many small-medium sized businesses take their products and services online in innovative ways, resulting in multiple new revenue streams. 

Even more heartwarming is seeing customer (and employee) experience come to the forefront of business operations. This global disaster is forcing many businesses to reckon with how they take care of their customers and employees. And, while it feels like trial by fire, businesses are seeing the gaps in their current customer experience as opportunities to do more. 

In this month's newsletter, we're focusing on practical ways to listen with empathy to help you identify growth opportunities for your business. These practices are more vital than ever in the new COVID environment. 

We don't know what 2020 has in store for all of us. But, it's clear that customer experience should be a vital part of ongoing business operations if you want your business to thrive in this new normal. 

Take care of  yourself, your loved ones, and your business. 

Stay healthy, 

Diana Sonis

Founding Partner

CX by Design Ideas
The Most Overlooked Steps of Empathy

What are the most overlooked steps of empathy? Let’s start with a story. Imagine this. A marketing leader and 4 other team members are in a meeting discussing what they can do to increase their product’s reach. Naturally, the topic of Customer Experience comes up. The group, then, begins to walk through their marketing funnel, taking their customer’s perspective as they go.

Read the full article
Identify Growth Opportunities Using Human-Centered Design

Human-Centered Design (HCD) is about understanding and meeting human needs in business, but how do you identify growth opportunities using Human-Centered Design?

As a business, you have customers (or at least prospects), just talk to them. Listen well. Take some notes. Do whatever people tell you they need. Viola, the business is human-centered. It all sounds so simple.

The problem is, people lie.

Read the full article
What we're paying attention to...
Transforming Customer Experience In This Coronavirus Affect World
Rehumanizing Leadership is the Antidote to Dehumanized Organizations in the 21st century
Keeping up with the Rapidly Changing Digital Landscape
The Secret To Happy Customers
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