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Demystifying UX and CX for Researchers

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

 

mm
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The Research Society is the peak body for research, insights and analytics professionals in Australia. It has a diverse membership of individuals at all levels of experience and seniority within agencies, consultancies, client-side organisations, the non-profit and government sectors, support services as well as institutions and the academic community. As well as over 2,000 individual members, the Research Society has 100 company and client partners, with the number continuing to grow. The Research Society research professionals and company partners commit to and are regulated by the Research Society Code of Professional Behaviour.

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