Mike Stevens (UK) is about demystifying UX and CX for researchers. Mike says “UX is about a product or service-specific experience; CX is the cumulative experience of a company or brand. UX is a component of CX. I know not everyone will agree. So how do UX feedback programmes deliver iterative insight? “
Today, most larger organisations have dedicated CX teams; feedback is captured continuously across every touchpoint; verbatim answers are analysed for topic and sentiment on-the-fly; and red flag cases are routed to service recovery teams in real time.
“To run a lean UX and CX model, platforms that enable iterative insight are essential. They make for much less friction in capturing, analysing and acting on consumer feedback:
- less friction on users and participants (easier to give feedback, behavioural data captured invisibly);
- less friction on insight and analytics teams (shorter timelines, lower incremental costs);
- less friction on agencies (smaller teams, lower overheads).”
Mike’s Online Masterclass for AMSRS will be held on 17 & 24 March from 7 pm to 9 pm (EST)
Member price (inc GST): $550
Non-Member price (inc GST): $880
QPR recognition: 50 points
Register for the Masterclass here
