This document discusses user experience (UX) marketing and provides definitions, examples, and tools related to UX. It defines UX as a person's emotions and perceptions resulting from using a product, system or service. It discusses three levels of UX - functional, structural, and content. Examples are provided of how companies have improved the user experience to increase customer loyalty, brand expression, and revenue. Tools for understanding UX like touchpoints, journey maps, and personas are explained. The document aims to illustrate how focusing on UX can help companies better meet customer needs and improve business performance.
How HorizonCX uses UXPressia to create better mapsUXPressia
Learn how HorizonCX, an agile consulting company, encourages their customers to use customer journey mapping approach and keep maps as living docs.
✨ More stories about how UXPressia helps companies achieving their goals >> https://uxpressia.com/case-studies
✏️ Create an account and build your own customer journey map or persona for free >> https://uxpressia.com/
CX Strategy - Presentation to the Human Centred Design Group, Dubai dubai ...User Vision
We presented to the Dubai HCD group on the topic of customer experience and UX strateby. Stepping away from the tactical methods, what are the elements that make up a successful CX strategy in an organisation? What resources are ideally in place and how to balance the enthusiasm of internal 'fans of UX / CX' with the realities of business? What are some of the most useful deliverables to provide to get a successful CX programme started and sustained? We discuss all of this and more in this presentation.
Businesses Want Results, Not Empathy Maps — #cxtalks Dallas 10 minute talkJeremy Johnson
While design is becoming ever more important in the business world, we’re at a crossroads where if we can't connect customer understanding to actionable themes or business results we’re going to lose our seat at the table. Customer Experience professionals need to become masters at blending customer, business, and technology to give teams a clear path ahead.
Key Takeaways
1. CX Pros need to get really good at understanding design, business AND technology
2. CX Pros need to get good at connecting customer insights to tangible features and products
3. CX Pros need to help design teams connect to business teams in an effective way
This proposal from Unispace outlines their approach and services for providing architectural design services for a new headquarters building for a confidential technology client in Boston. Unispace would take an integrated approach, involving strategy, design, and construction teams from the beginning. Key phases of work outlined include visioning and programming, space planning, schematic design, construction documents, and project management during construction. Unispace emphasizes controlling costs without compromising on design quality. Their proposal includes descriptions of staffing, scope of services, and a project schedule.
The document discusses how combining customer journey maps and service maps can help drive UX strategy across organizational silos. It describes a workshop where a cross-functional team created maps for the customer journey of a meeting tools product. The mapping identified pain points, exposed gaps between teams, and informed strategic product pillars around reliability, integration, and collaboration.
Demystifying UX, CX and Digital TransformationMelissa Wilfley
I presented this talk for the WPP/Wunderman Thompson Singapore educational series.
In order to get your organisation, team and/or agency to enable digital transformation through customer experience you need to level-set definitions and get everyone on the same page on what these terms mean. This talk is meant to help you understand:
1. The difference between UI / UX / CX
2. Importance of Customer Experience Management and CX Business Strategies
3. How CX fits into Digital Transformation
The document discusses user experience (UX) design and why companies should invest in design innovation. It states that companies often focus too much on adding features without considering basic usability. UX design combines user-centered design, information architecture, and interface design to create meaningful user experiences. The document argues that great UX goes deeper than just screens or workflows and, when done right, can provide a strong competitive advantage by enriching customer relationships. It concludes that good design benefits from user feedback that enables rapid improvements to products and services.
Including the User: How insights drive business #pswud2017Jeremy Johnson
Design is inclusive by nature. The ability to understand people, their needs, and emotions throughout a journey is what User Experience Designers excel at! That said, many organizations still need that nudge to really get out build true empathy for the people they’re building tools, systems, and apps for. This talk will help you ramp up with modern best practices in insights gathering, while helping you build the case to invest in user understanding through showcasing the value to both your business and your brand.
How HorizonCX uses UXPressia to create better mapsUXPressia
Learn how HorizonCX, an agile consulting company, encourages their customers to use customer journey mapping approach and keep maps as living docs.
✨ More stories about how UXPressia helps companies achieving their goals >> https://uxpressia.com/case-studies
✏️ Create an account and build your own customer journey map or persona for free >> https://uxpressia.com/
CX Strategy - Presentation to the Human Centred Design Group, Dubai dubai ...User Vision
We presented to the Dubai HCD group on the topic of customer experience and UX strateby. Stepping away from the tactical methods, what are the elements that make up a successful CX strategy in an organisation? What resources are ideally in place and how to balance the enthusiasm of internal 'fans of UX / CX' with the realities of business? What are some of the most useful deliverables to provide to get a successful CX programme started and sustained? We discuss all of this and more in this presentation.
Businesses Want Results, Not Empathy Maps — #cxtalks Dallas 10 minute talkJeremy Johnson
While design is becoming ever more important in the business world, we’re at a crossroads where if we can't connect customer understanding to actionable themes or business results we’re going to lose our seat at the table. Customer Experience professionals need to become masters at blending customer, business, and technology to give teams a clear path ahead.
Key Takeaways
1. CX Pros need to get really good at understanding design, business AND technology
2. CX Pros need to get good at connecting customer insights to tangible features and products
3. CX Pros need to help design teams connect to business teams in an effective way
This proposal from Unispace outlines their approach and services for providing architectural design services for a new headquarters building for a confidential technology client in Boston. Unispace would take an integrated approach, involving strategy, design, and construction teams from the beginning. Key phases of work outlined include visioning and programming, space planning, schematic design, construction documents, and project management during construction. Unispace emphasizes controlling costs without compromising on design quality. Their proposal includes descriptions of staffing, scope of services, and a project schedule.
The document discusses how combining customer journey maps and service maps can help drive UX strategy across organizational silos. It describes a workshop where a cross-functional team created maps for the customer journey of a meeting tools product. The mapping identified pain points, exposed gaps between teams, and informed strategic product pillars around reliability, integration, and collaboration.
Demystifying UX, CX and Digital TransformationMelissa Wilfley
I presented this talk for the WPP/Wunderman Thompson Singapore educational series.
In order to get your organisation, team and/or agency to enable digital transformation through customer experience you need to level-set definitions and get everyone on the same page on what these terms mean. This talk is meant to help you understand:
1. The difference between UI / UX / CX
2. Importance of Customer Experience Management and CX Business Strategies
3. How CX fits into Digital Transformation
The document discusses user experience (UX) design and why companies should invest in design innovation. It states that companies often focus too much on adding features without considering basic usability. UX design combines user-centered design, information architecture, and interface design to create meaningful user experiences. The document argues that great UX goes deeper than just screens or workflows and, when done right, can provide a strong competitive advantage by enriching customer relationships. It concludes that good design benefits from user feedback that enables rapid improvements to products and services.
Including the User: How insights drive business #pswud2017Jeremy Johnson
Design is inclusive by nature. The ability to understand people, their needs, and emotions throughout a journey is what User Experience Designers excel at! That said, many organizations still need that nudge to really get out build true empathy for the people they’re building tools, systems, and apps for. This talk will help you ramp up with modern best practices in insights gathering, while helping you build the case to invest in user understanding through showcasing the value to both your business and your brand.
Selling the Value of a Customer Experience StrategyAvtex
There’s no question that great customer experience delights customers, creates loyalty, and attracts prospects. Management has put you in charge of creating a customer experience that differentiates your organization! Where do you start?
Although customer-centric strategies might be thought of as “common sense” they can actually be quite complex. In this session we’ll discuss the importance of establishing a CX strategy and explore the core elements your strategy should include.
Delivering an exceptional customer experience (CX) through personalized omni-channel communications has never been more important to drive revenue, build customer loyalty, and sustain a competitive advantage ,deliver critical business communications that are highly personalized and interactive —and drive profitable customer engagement. Super brands like Amazon, Google and Apple have skyrocketed customer expectations. Customers of today prefer relevant and personalized communications in real-time, through the channel of their choosing.
For More Details: http://www.edc.ae/services/customer-communication-management/
Product + UX: How to combine strengths to make something truly great!Jeremy Johnson
With modern organizations finally starting to embrace User Experience as part of their product teams, and product leaders moving to more strategic roles within these teams, how can we combine the strengths of both roles to make something truly great?
5 Key Steps to Drive with Fintech Customer JourneysDouglas Karr
Customer loyalty is waning in the financial industry as consumers are presented with a vast array of alternative offerings both on and offline. Careful research and design of customer journeys is having a positive impact on organizations to win, keep, and increase the value of prospects and customers. This is a webinar that I did on behalf of Salesforce.
Customer Experience in the Rise of the Digital Age — Atlanta XD Meeting 9/13/...Jeremy Johnson
During the recent XD Atlanta meeting: "Customer Experience in the Rise of the Digital Age" — I kicked off a leadership panel with this presentation focused on shifts in customer behavior as more products and services turn to digital.
Last October, utility professionals from all over the US and Canada gathered in Denver for three days for the 2015 E Source Forum. They learned tactics for dealing with increased customer expectations and lofty performance goals for demand-side management (DSM) programs, heard real-life tips for connecting with hard-to-reach customers, and discovered new end-use technologies to consider for programs.
What follows is a collection of insights that were share through these sessions.
SXSW_Synthesis for Business Transformation James Tantaro
The document discusses opportunities for innovation at an organization. It notes that predictive insights should drive effortless customer experiences. Customer journeys should be viewed holistically rather than through isolated metrics. User experience is critical to meeting customer expectations. Communities need to function as marketplaces to better support customers. Visualizing the entire customer journey is important for personalized service. Understanding customers through deep insights and pattern-based profiles can help target products and messaging more effectively. Early warning systems, collaboration channels, and product development alignment can also boost customer retention and acquisition. The Internet of Things, 3D printing, and other trends require new approaches. Overall customer, employee, and brand experiences must be improved through personalization across channels and feedback loops.
UX Design, Friend of Foe #worldusabilitydayJeremy Johnson
We’ve all heard stories of how UX has been used for good, but what happens when it backfires, or worse, is purposely used for evil? UX Designers have the power to entice and motivate you in a number of directions — and while maybe not always purposefully evil, the effects can be the same. This talk will go over examples of good and evil UX — so you know what to avoid in the future!
This document provides an overview of various brand planning tools that can be used to map the gap between a company's current position and future potential. It describes tools like touch point audits, SWOT analyses, gap analyses, and generating consumer insights that were used to drive double and triple digit growth for clients. The tools are designed to harness the creativity of employees to better connect with consumer insights and marketplace trends.
How human insights focused organizations become CX leaders UserTesting
This document discusses how human insights focused organizations become customer experience (CX) leaders. It argues that embracing qualitative research methods ("thick data") and promoting a research mindset throughout the organization allows companies to better understand customers. This helps drive more customer-centric strategic decisions and product design. While qualitative research can provide valuable insights, tools like UserTesting make it easier for more roles beyond just researchers to gather feedback and insights directly from customers. This "democratization" of research allows researchers to focus on higher-level strategic questions while still maintaining data quality. Overall, taking a more human insights led approach helps companies make better informed decisions that improve the customer experience.
The 21st Century Strategist: Developing a Strategy CareerGabe Weiss
This document provides frameworks to help manage a personal strategy career, including:
1) An overview of core strategy process activities and the skills they require.
2) A heuristic for assessing experience levels and skill maturity across research, insight, communication, etc.
3) Insights on developing a "T-shaped" skillset through diverse experiences and maintaining skills over a career arc from learning to advisory roles.
The goal is to guide career growth, define strategy skills, and help strategists mature their capabilities.
Updated for the Vista UX/UI Summit in Dallas, TX
You can view a video of this presentation here: https://www.youtube.com/watch?v=NfASJamxjy4
User Experience has a direct impact on your bottom line, and it’s about time we start telling execs in their own language. I’m sure many of you spend a good amount of time evangelizing what it is that you do, and the value it adds. Over the past 15 years I’ve introduced User Experience to everyone from CEOs to developers — using storytelling, metrics, and case studies you can prove without a doubt the value that you bring.
In this talk I’ll explain what metrics to track, how to position your work, and stories where User Experience directly effected the bottom line.
2018 customer journey_mapping_research_mycSylke Will
Customer journey mapping is a discipline that allows organisations to step into their customers’ shoes; to gain valuable insights that enable them to improve the customer experience. But how well-adopted is it - and how successful are practitioners at using it? MyCustomer’s 2018 customer journey mapping research report is based on a global survey of 248 customer experience professionals across EMEA, North America and Asia-Pacific. The research looks at the maturity of the practise of customer journey
mapping, exploring how long organisations have been utilising journey
mapping, and how successful they feel they are at it.
The research also examines what trends are emerging in the execution
of customer journey mapping, including who typically has ownership of
the programme and what tools are most commonly used to support it.
We have also attempted to tease out best practices from organisations
whose customer journey mapping programmes are most mature and/or
most successful.
Minimal Business Presentation Template
If you want to buy this presentation template, please visit http://madlis.com
Good design gets out of the way of the content you are sharing. It helps your audience focus on the content itself instead of the design.
But, it's no secret that most people dislike giving presentations. The dread of public speaking consistently ranks among the greatest fears in public surveys.
This presentation slides can help you reduce the anxiety involved with giving a presentation. Well-designed slides not only build your own confidence, they make your key points clearer to the audience.
SXSW 2016: What's your ROX? Measuring Return on ExperienceGabe Weiss
This document discusses measuring customer experience and return on experience (ROX). It outlines an approach to first understand customers' current perceptions of a brand's experience through a customer experience tracking study. This would involve surveying customers and non-customers to benchmark perceptions over time. It then discusses establishing the value impact to understand the financial benefits of improving experience. The goal is to identify gaps, launch initiatives to address them, and optimize experience through ongoing management.
BOC Awards Team would like to join our distinguished panel of judges in congratulating winners with their fantastic achievements. It’s the hard work, innovative thinking and dedication which makes them stand out, help businesses grow and prosper. Enter Upcoming IC Awards here: http://boc-uk.com/awards/ic-brilliance-awards/
UX STRAT Europe 2019: Angel Brown, Digitas Health (Presentation)UX STRAT
This document discusses developing key performance indicators (KPIs) for an omnichannel experience strategy. It outlines different types of operational and strategic KPI measurements, including how well assets were executed, audience reach and engagement, and impact on strategic goals like shifting priorities and building predictive models. Case studies and examples from companies like Burberry are provided. The document also discusses applying a systems thinking lens, measuring success across customer journeys, and developing an overarching customer experience index.
Customer Experience Improvement: Finding the Right Data Strategysuitecx
Despite trends in Big Data analytics, marketers are still missing a key component to understanding their customers' experiences: ethnographic data to better understand the "why," not just the "what."
Leveling Up To The Next-Gen Consumer
Download the full report at psfk.com/forecast-z
A must-have manual for brands to understand and engage with the next class of consumers, PSFK’s Forecast Z report decodes the shifting priorities, values and behaviors of Generation Z—a group defined by their ability to navigate fluidly between identities, communities, industries and the physical-digital divide. The report features trends-led research and an in-depth survey of 450 U.S. Gen Z and Millennials, as well as 8 strategies for brands, retailers and agencies looking to shift from a Millennial to Gen Z mindset by resetting established norms around business, art and advertising.
Featured in the 30+ page report:
–Actionable strategies for brands, retailers and agencies to adapt to the Gen Z mindset
–8 trends defining the consumer behaviors of the new generation
–In-depth survey results uncovering shifting generational attitudes
–Statistical insights from brands and decision-makers
Selling the Value of a Customer Experience StrategyAvtex
There’s no question that great customer experience delights customers, creates loyalty, and attracts prospects. Management has put you in charge of creating a customer experience that differentiates your organization! Where do you start?
Although customer-centric strategies might be thought of as “common sense” they can actually be quite complex. In this session we’ll discuss the importance of establishing a CX strategy and explore the core elements your strategy should include.
Delivering an exceptional customer experience (CX) through personalized omni-channel communications has never been more important to drive revenue, build customer loyalty, and sustain a competitive advantage ,deliver critical business communications that are highly personalized and interactive —and drive profitable customer engagement. Super brands like Amazon, Google and Apple have skyrocketed customer expectations. Customers of today prefer relevant and personalized communications in real-time, through the channel of their choosing.
For More Details: http://www.edc.ae/services/customer-communication-management/
Product + UX: How to combine strengths to make something truly great!Jeremy Johnson
With modern organizations finally starting to embrace User Experience as part of their product teams, and product leaders moving to more strategic roles within these teams, how can we combine the strengths of both roles to make something truly great?
5 Key Steps to Drive with Fintech Customer JourneysDouglas Karr
Customer loyalty is waning in the financial industry as consumers are presented with a vast array of alternative offerings both on and offline. Careful research and design of customer journeys is having a positive impact on organizations to win, keep, and increase the value of prospects and customers. This is a webinar that I did on behalf of Salesforce.
Customer Experience in the Rise of the Digital Age — Atlanta XD Meeting 9/13/...Jeremy Johnson
During the recent XD Atlanta meeting: "Customer Experience in the Rise of the Digital Age" — I kicked off a leadership panel with this presentation focused on shifts in customer behavior as more products and services turn to digital.
Last October, utility professionals from all over the US and Canada gathered in Denver for three days for the 2015 E Source Forum. They learned tactics for dealing with increased customer expectations and lofty performance goals for demand-side management (DSM) programs, heard real-life tips for connecting with hard-to-reach customers, and discovered new end-use technologies to consider for programs.
What follows is a collection of insights that were share through these sessions.
SXSW_Synthesis for Business Transformation James Tantaro
The document discusses opportunities for innovation at an organization. It notes that predictive insights should drive effortless customer experiences. Customer journeys should be viewed holistically rather than through isolated metrics. User experience is critical to meeting customer expectations. Communities need to function as marketplaces to better support customers. Visualizing the entire customer journey is important for personalized service. Understanding customers through deep insights and pattern-based profiles can help target products and messaging more effectively. Early warning systems, collaboration channels, and product development alignment can also boost customer retention and acquisition. The Internet of Things, 3D printing, and other trends require new approaches. Overall customer, employee, and brand experiences must be improved through personalization across channels and feedback loops.
UX Design, Friend of Foe #worldusabilitydayJeremy Johnson
We’ve all heard stories of how UX has been used for good, but what happens when it backfires, or worse, is purposely used for evil? UX Designers have the power to entice and motivate you in a number of directions — and while maybe not always purposefully evil, the effects can be the same. This talk will go over examples of good and evil UX — so you know what to avoid in the future!
This document provides an overview of various brand planning tools that can be used to map the gap between a company's current position and future potential. It describes tools like touch point audits, SWOT analyses, gap analyses, and generating consumer insights that were used to drive double and triple digit growth for clients. The tools are designed to harness the creativity of employees to better connect with consumer insights and marketplace trends.
How human insights focused organizations become CX leaders UserTesting
This document discusses how human insights focused organizations become customer experience (CX) leaders. It argues that embracing qualitative research methods ("thick data") and promoting a research mindset throughout the organization allows companies to better understand customers. This helps drive more customer-centric strategic decisions and product design. While qualitative research can provide valuable insights, tools like UserTesting make it easier for more roles beyond just researchers to gather feedback and insights directly from customers. This "democratization" of research allows researchers to focus on higher-level strategic questions while still maintaining data quality. Overall, taking a more human insights led approach helps companies make better informed decisions that improve the customer experience.
The 21st Century Strategist: Developing a Strategy CareerGabe Weiss
This document provides frameworks to help manage a personal strategy career, including:
1) An overview of core strategy process activities and the skills they require.
2) A heuristic for assessing experience levels and skill maturity across research, insight, communication, etc.
3) Insights on developing a "T-shaped" skillset through diverse experiences and maintaining skills over a career arc from learning to advisory roles.
The goal is to guide career growth, define strategy skills, and help strategists mature their capabilities.
Updated for the Vista UX/UI Summit in Dallas, TX
You can view a video of this presentation here: https://www.youtube.com/watch?v=NfASJamxjy4
User Experience has a direct impact on your bottom line, and it’s about time we start telling execs in their own language. I’m sure many of you spend a good amount of time evangelizing what it is that you do, and the value it adds. Over the past 15 years I’ve introduced User Experience to everyone from CEOs to developers — using storytelling, metrics, and case studies you can prove without a doubt the value that you bring.
In this talk I’ll explain what metrics to track, how to position your work, and stories where User Experience directly effected the bottom line.
2018 customer journey_mapping_research_mycSylke Will
Customer journey mapping is a discipline that allows organisations to step into their customers’ shoes; to gain valuable insights that enable them to improve the customer experience. But how well-adopted is it - and how successful are practitioners at using it? MyCustomer’s 2018 customer journey mapping research report is based on a global survey of 248 customer experience professionals across EMEA, North America and Asia-Pacific. The research looks at the maturity of the practise of customer journey
mapping, exploring how long organisations have been utilising journey
mapping, and how successful they feel they are at it.
The research also examines what trends are emerging in the execution
of customer journey mapping, including who typically has ownership of
the programme and what tools are most commonly used to support it.
We have also attempted to tease out best practices from organisations
whose customer journey mapping programmes are most mature and/or
most successful.
Minimal Business Presentation Template
If you want to buy this presentation template, please visit http://madlis.com
Good design gets out of the way of the content you are sharing. It helps your audience focus on the content itself instead of the design.
But, it's no secret that most people dislike giving presentations. The dread of public speaking consistently ranks among the greatest fears in public surveys.
This presentation slides can help you reduce the anxiety involved with giving a presentation. Well-designed slides not only build your own confidence, they make your key points clearer to the audience.
SXSW 2016: What's your ROX? Measuring Return on ExperienceGabe Weiss
This document discusses measuring customer experience and return on experience (ROX). It outlines an approach to first understand customers' current perceptions of a brand's experience through a customer experience tracking study. This would involve surveying customers and non-customers to benchmark perceptions over time. It then discusses establishing the value impact to understand the financial benefits of improving experience. The goal is to identify gaps, launch initiatives to address them, and optimize experience through ongoing management.
BOC Awards Team would like to join our distinguished panel of judges in congratulating winners with their fantastic achievements. It’s the hard work, innovative thinking and dedication which makes them stand out, help businesses grow and prosper. Enter Upcoming IC Awards here: http://boc-uk.com/awards/ic-brilliance-awards/
UX STRAT Europe 2019: Angel Brown, Digitas Health (Presentation)UX STRAT
This document discusses developing key performance indicators (KPIs) for an omnichannel experience strategy. It outlines different types of operational and strategic KPI measurements, including how well assets were executed, audience reach and engagement, and impact on strategic goals like shifting priorities and building predictive models. Case studies and examples from companies like Burberry are provided. The document also discusses applying a systems thinking lens, measuring success across customer journeys, and developing an overarching customer experience index.
Customer Experience Improvement: Finding the Right Data Strategysuitecx
Despite trends in Big Data analytics, marketers are still missing a key component to understanding their customers' experiences: ethnographic data to better understand the "why," not just the "what."
Leveling Up To The Next-Gen Consumer
Download the full report at psfk.com/forecast-z
A must-have manual for brands to understand and engage with the next class of consumers, PSFK’s Forecast Z report decodes the shifting priorities, values and behaviors of Generation Z—a group defined by their ability to navigate fluidly between identities, communities, industries and the physical-digital divide. The report features trends-led research and an in-depth survey of 450 U.S. Gen Z and Millennials, as well as 8 strategies for brands, retailers and agencies looking to shift from a Millennial to Gen Z mindset by resetting established norms around business, art and advertising.
Featured in the 30+ page report:
–Actionable strategies for brands, retailers and agencies to adapt to the Gen Z mindset
–8 trends defining the consumer behaviors of the new generation
–In-depth survey results uncovering shifting generational attitudes
–Statistical insights from brands and decision-makers
Este documento presenta información sobre la Estación Espacial Internacional. Proporciona detalles sobre su masa, los países que han contribuido con piezas, el primer turista espacial que visitó la estación, el número de caminatas espaciales y experimentos realizados, y la duración de una órbita alrededor de la Tierra. También menciona algunos de los robots a bordo y que los equipos pasan aproximadamente 6 meses en la estación.
El documento describe los principales componentes de hardware de una computadora, incluyendo la pantalla, teclado, ratón, bocina y CPU. También explica que el hardware son las partes físicas visibles de la computadora, mientras que el software son programas como Word, Excel y juegos que permiten realizar tareas específicas. Además, menciona algunos ejemplos de sistemas operativos comunes.
This document summarizes a study using perturbed angular correlation (PAC) spectroscopy to analyze the stability of polymersomes containing the radionuclide 111In. PAC measurements were taken for 111In in different forms: as a crystal, complexed with DTPA and tropolone, and loaded into polymersomes of varying sizes. The results showed the perturbation was higher for polymersomes in HEPES buffer than PBS buffer, but size did not influence stability. No clear conclusions could be drawn due to technical issues with the detectors and data analysis software. Future work proposed investigating other factors affecting stability and performing in vivo and in vitro studies to analyze polymersome lifetime upon administration.
Dharmendra Kaushik is seeking a JDE Technical role utilizing over 21 years of experience including 7+ years with JD Edwards Enterprise One. He is proficient in various JD Edwards modules, tools, and technologies. Currently a Team Leader at Sigma Electric Mfg Corp Pvt Ltd since 2007 where he has led various implementation projects including EDI, interfaces, and reports development.
Jorge A. Bellido is seeking a position that utilizes his skills in administration, management, and military experience in organization. He has over 15 years of experience in the United States Army, holding positions such as Property Manager, Barracks Manager, and Howitzer Section Chief. Currently, he is pursuing an MBA from American Military University with anticipated graduation in February 2018.
In 2016 worden minstens 4 van de 10 websites responsive.
Het leek even een aardigheidje; een responsive website voor
mobiel. Inmiddels is het een noodzaak. Want het consumeren
van content op een smartphone heeft niet alleen een geheel eigen dynamiek vergeleken met desktops en tablets. Maar ook een heel andere conversie. Ongeveer 160% meer...
Primary School outlines various facilities and activities at Dante Alighieri School including classrooms, a multimedia room, library, gym, science laboratory, artistic laboratory, and music course. It describes lessons involving involvement, collaboration, and exploration of individuality. Projects mentioned include an integrated 'Flip&Movie' project, a continuity project, and a "World Day of Kindness" project celebrating kindness and children's rights.
Codetrotters provides startups with a unique and innovative solution to developer recruitment while also contributing to the strengthening of entrepreneurship ecosystems worldwide. CodeTrotters helps startups identify and recruit top programming talent from under-tapped global developer talent pools for a fraction of what it would cost to hire a recruiter. In exchange for interns and subsequent discounted recruiting fees, participating startups give back to the entrepreneurship ecosystems from which they hired the programming talent in the form of mentoring and office hours for existing startups. To learn more visit www.codetrotters.com
Drug abuse and its relationship to sexual abuse of street childrenMicrobiology
This document discusses drug abuse among street children in Pakistan and its relationship to sexual abuse. It finds that 61% of the 180 street children studied were "children of the streets" who lived on the streets full-time, while 39% went home at night. Many street children use drugs, both as a way to cope with past sexual abuse and due to drug dependency leading them to consent to further abuse. The study aims to determine how many street children who use drugs have experienced sexual abuse and to identify the types of help needed for their rehabilitation.
Digital transformation starts with the patient journey final 04212021Lisa Crymes
DIGITAL TRANSFORMATION STARTS
WITH THE PATIENT JOURNEY
Technology is driving our every day and medical practices are no different. We have moved to electronic claims, electronic medical records, patient portals, etc. but how do you determine what technologies right for your practice.
Digital transformation is about starting with the patient journey, it is not about adopting broad fads in technology like cloud, artificial intelligence or block chain.
Our research found that most people define their ideal experience in terms of relevance — getting the information they need quickly and ensuring that they are remembered between and during engagements with a brand. Yet despite customer experience being a top priority for the C-suite, few organizations have a coherent strategy that aligns customer experience against business strategy and then across departments.
Our research found that the key is to use relationships as the foundation for a next-generation customer experience strategy, with touchpoints and journeys remaining practical necessities. The strategy must prioritize experiences that create relevance in the relationship that in the end drives business results. To develop the strategy itself, start by understanding the maturity of your experience strategy formulation and execution capabilities.
From there, the strategy process has four components:
• Understand the next generation customer on a continuous basis.
• Create a vision and guiding principles that connect experience to relationships.
• Prioritize experience initiatives for relevance.
• Align the organization for execution.
To download the full report at no cost, visit http://bit.ly/altimeter-exp-strategy
Every customer interaction with a company is an opportunity for a lasting impression. When companies invest in Customer Experience improvements, they see revenue grow as high as 5x. As your customers' expectations increase, advances in CX management must keep pace.
Is a great customer experience an impossible ask? No. The challenge is where to start.
George Pace, Global Consulting Partner at Ogilvy Consulting, leads this webinar exploring the real ways Customer Experience drives revenue.
This document discusses how a customer-conscious C-Suite can catalyze company growth. It profiles the perspectives of different C-Suite roles such as the VP of Customer Success, CMO, CIO, CTO, and CEO. Each role is described in terms of how prioritizing customers can impact key metrics like reducing churn, improving marketing and content strategies, leveraging data analytics, enhancing user experience, and setting the right cultural priorities. The overall message is that taking an alternative leadership approach focused on customers rather than just profits can lead to increased revenue, profitability, and competitive advantage.
This document discusses how a customer-conscious C-Suite can catalyze company growth. It profiles the perspectives of different C-Suite roles such as the VP of Customer Success, CMO, CIO, CTO, and CEO. Each role is described in terms of how prioritizing customers can impact key metrics like churn rate, content marketing performance, user experience, and overall profitability. The document advocates that customer-conscious leadership should be woven into a company's culture and encourages readers to download a report on building a customer-focused C-Suite.
Webinar Deck: The Consumerization of Recruiting TechnologyFindly
View the PPT slides from our webinar about the how recruiting technology has now adopted traditionally consumer-facing features in order to improve the candidate and recruiter experience.
View the webinar recording using this link: https://www.brighttalk.com/webcast/12037/144431
The document provides information about a proposed digital marketing audit and strategic roadmap engagement by East Coast Catalyst. It includes an overview of why such audits are needed given digital disruption, East Coast Catalyst's 30-point assessment framework and approach, proposed deliverables including a state of affairs assessment and strategic recommendations/roadmap, and a summary of East Coast Catalyst and testimonials from past clients praising their expertise and approach.
About East Coast Catalyst (Prepared by Tim Bourgeois)Tim Bourgeois
East Coast Catalyst is a digital consultancy specializing in strategy, marketing audits, and reputation management advisory services. Founded in 2010, the firm is located in Boston.
UX - From the tactical to the strategic. UX Brighton 2014Jason Ryan
This document discusses the importance of user experience (UX) strategy and its relationship to customer experience (CX). It provides guidance on developing a UX strategy, including:
1) Understanding customers and their journeys across all touchpoints of a brand from consideration to advocacy.
2) Using UX and CX methods strategically to align business goals with desired customer experiences.
3) Measuring the impact of UX initiatives on key metrics like engagement, advocacy, and customer lifetime value.
4) Developing a UX strategy is imperative now as customer expectations rise and digital transformation increases in all industries.
Getting Mileage Out of Your Dashboard: Confirmit Community Conference 2013Delvinia
This document discusses using dashboards to provide customer insights. It describes a case study of a dashboard created for Pelmorex Media by Delvinia to aggregate customer data from various sources. The process involved determining requirements, gathering and analyzing data, designing the user experience, developing prototypes, and fully developing the dashboard. Lessons learned include that dashboards need a user-centric design through collaboration in an iterative process to tell the right story and ensure scalability.
Collaboratively Building the Customer Experience Web: The Example of WikipediaRod King, Ph.D.
Since the invention of the Internet, search engines have evolved to be not more than global web address books. In essence, Google Search is a high quality, fast, and digital "Yellow Pages" directory of web addresses. Search engines including those of Google, Yahoo, and Microsoft hardly help people to make better and faster decisions especially when buying items or faced with alternatives. The Customer Experience Web (CEW) could change all that.
The CEW is conceived to be an online repository of customer experiences on everything: products, services, businesses, places, people, and tools. The ultimate goal is that every object in the world will have customer experience maps in the CEW. These customer experience maps will be co-created by people in all parts of the world and in their own time and for their own items of passion.
This presentation shows a sample of co-created customer experience maps for the item of "Wikipedia." The presented maps summarize the results of a recent Wisdomsourcing Survey in a community of over 200 professionals from 33 countries all over the world. In other words, the customer experience maps were co-created or 'crowdsourced' by the Wisdomsourcing community. This Wisdomsourcing Project marks the start of the Customer Experience Web.
Welcome to the age of the "decision-making engine."
Track B-3: Delivering Actionable Experiences Through Effective Digital Marketingscoopnewsgroup
The document discusses delivering actionable experiences through effective digital marketing. It describes how human-centered design was used at Amtrak to develop customer journey maps and uncover insights. It also outlines 10 leading customer experience practices such as using CRM systems effectively and designing experiences based on customer preferences. The document then discusses how digital marketing technology can be used to make, manage and measure experiences across different touchpoints to transform customer experiences.
The document outlines an agenda for a UX strategy workshop being held by Dr Jon Dodd and Dr Pete Underwood. The workshop will include introductions of the speakers, sessions on what UX strategy is and how to implement it, and discussions on whether companies are ready for UX strategy. It provides biographies of Dodd and Underwood, and encourages attendees to ask questions during the workshop.
Search Marketing Starter Solution from East Coast CatalystTim Bourgeois
The document summarizes East Coast Catalyst's "Search Marketing Starter" solution. The solution involves developing an understanding of a client's goals, designing a 90-day search marketing plan relying on pay-per-click advertising, implementing and optimizing the plan, and training the client's team to assume ongoing responsibility. The solution requires a $34,000 budget over 90 days.
Maximize How You Individualize: because the Journey and Outcome Matter Nicholas Kontopoulos
According to research from the Corporate Executive Board, 57% of the buying process is being completed before the first interaction with a sales person.
In recent years, a fundamental sea change has been occurring between buyers and sellers, with the former now ceasing control of the buying process. This paradigm shift has been digitally powered with todays buyers only one touch away from connecting with content or peers that can help guide them on their purchasing journey.
This presentation will explore the challenges that not only lay ahead for todays marketers, but also explore some of the ways in which innovative brands are adapting to this 'New Reality’.
Surveys and customer feedback are important tools for businesses to understand customer needs, identify areas for improvement, and enhance their market presence. Survey data can provide insights into hidden customer preferences and pain points that businesses can address. Examples include Kawasaki using surveys to inform new product lines, Hyatt collecting feedback to improve customer experience, and an airport authority surveying passengers' comfort levels with air travel after COVID-19 to implement safety measures. Properly conducted surveys involving sampling, data analysis, and visualization can help businesses solve problems and outperform competitors by better serving customers.
In these webinar slides you will find topics addressed on customer experiences and the use of automation / artificial intelligence for Sales / Marketing teams.
Harnessing The Power of Design in an EnterpriseUXDXConf
Successful cross-functional team requires all team members to have equal voices, responsibilities and stake in the the of the product, including product, engineering and design individuals.
In this talk by Preethi will discuss how by changing the mindset of designers to step-up, have interest in the business decisions and deploying their design skills outside the world of design can creates a stronger and customer centered products.
BSG: A case study in Innovation. Presented by Jurie Schoeman at the TCI Futur...Jurie Schoeman
I presented at the TCI SA 4th MOBILE FINANCIAL SERVICES OF THE FUTURE CONFERENCE on the 17th September 2014, in Sunninghill, Johannesburg. The topic was 'A case study in disruptive innovation - how to create mobile solutions that customers love using, that are good for business, and that can be built and evolved quickly and sustainably'
Similar to Customer experience marketing_give them something to talk about_final for sharing (20)
BSG: A case study in Innovation. Presented by Jurie Schoeman at the TCI Futur...
Customer experience marketing_give them something to talk about_final for sharing
1. G1
Customer Experience Marketing
Give Them Something To Talk About
用户体验营销的定义、价值和工具:在他们中间激起话题
William Zhang
E-mail: wqz6288@126.com
Mobile: (+86) 138 1796 6288
World B2B Marketing Chief Congress
2016, Shanghai
3. Agenda
What is UX? A Definition of User Experience
Why UX? The Value of User Experience
Example of UX Best Practices of User Experience
How does UX Work? Tools of User Experience
What does UX
Require?
User Experience Approaching
3
4. A Definition of User Experience
"User experience" refers to a person's emotions and
attitudes about using a particular product, system or service. -
Wikipedia
User experience is "a person's perceptions and
responses that result from the use or anticipated use of a
product, system or service". - The international standard on ergonomics of human
system interaction, ISO 9241-210,[1] defines
4
5. The first requirement for an exemplary
user experience is to meet the exact
needs of the customer, without fuss or
bother.
Next comes simplicity and elegance
that produce products that are a joy to
own, a joy to use.
- by Jakob Nielsen and Don Norman
A Definition of User Experience
UX
"User experience" encompasses all aspects of
the end-user’s interaction with the
company, its services, and its products.
5
6. 3 Levels of UX?
UXfrom How To Profit From The 'Outside-In' Perspective On Customer Experience
PRESENTER: Kerry Bodine, VP & Principal Analyst, Forrester Research
www.dmi.org
6
10. Correlates with Loyalty
UXfrom How To Profit From The 'Outside-In' Perspective On Customer Experience
PRESENTER: Kerry Bodine, VP & Principal Analyst, Forrester Research
www.dmi.org
10
12. Design-Driven Companies Outperform S&P by 219% Over Ten Years
- The ‘DMI Design Value Index'
By Jeneanne Rae - Founder and CEO, Motiv Strategies
Updated: Monday, May, 2015
Benefits of User Experience
12
13. Design Value Index - Selection Criteria
13
10+Y 1. Public traded in the US for 10+ yearsHistory
3. Growth in design-related investments and
influence have increased over time
Invest & Outcome
5. Design leadership is presented at senior and
divisional levels
Senior Leadership
6. There is a senior-level commitment to design’s
use as an innovation resources and integrative
forces for positive change
Senior-level
Commitment
2. Scale of design organization and deployment is
an integrated function and organization catalyst
for change
Design Centered
Technical
Driver
Organization
Driver
Strategic
Driver
4. Design is embedded with the organizational
structure
Operating Model
14. 8 Ways UX Is Helping Companies Win Big
1 THE WOW FACTOR
Premium Electrical Vehicles
Automatic steering, speed, lane
changing and parking
14
高端大气
智能科技
节能环保
极致安全
15. 8 Ways UX Is Helping Companies Win Big
2 BRAND EXPRESSION
Nike Digital Port
Multichannel digital presence, not only connect to
customer with the Brand, but also enable the
connect to each other, amplify its signature Just do
it attitude.
40% Drop TV and print advertisement
spending in 3 years
$25B Increased Revenue – 30% above NBA
200M Brand audience in the Super Bowl
Spirit Aspirational, active, can-do attitude
15
16. 8 Ways UX Is Helping Companies Win Big
3 SOLVING UNMET NEEDS
Design for Delight
Allow users to complete their taxes in
10 minutes or less.
350,000 more downloads in three
weeks of its launch, remain widely
popular on the iOS App Store, the Google
Play Store and the Android Store
16
17. 8 Ways Design Is Helping Companies Win Big
4 DEVELOP BETTER
CUSTOMER EXPERIENCE
Make The Magic & Design To Delight
Business ecosystem
Pioneer the experience design
Every aspect of a customer’s visit is designed
to delight
Well trained cast members
Intangible elements
The Happiest Place On Earth
Fastest revenue growth
of any of the company’s
five business units in the
past year – The Park and
Resorts Division
17
18. 8 Ways Design Is Helping Companies Win Big
4 DEVELOP BETTER
CUSTOMER EXPERIENCE
244%
100%
83%
62%
43%
STOCK Price Growth
During 30/12/2011 ~12/31/2015
18
19. 8 Ways Design Is Helping Companies Win Big
4 DEVELOP BETTER
CUSTOMER EXPERIENCE
19
20. 8 Ways Design Is Helping Companies Win Big
5 RETHINK STRATGY
Design-thinking
Employ design tools as empathy, creativity and
rationality
Designcamp in Austin, Texas
6 HARDWARE
/SOFTWARE/SERVICE
INTEGRATION
Refreshing New Way
Allows 125+ different drinks
Custom Mixture of Flavors
Mobile APP Location Finder
Real time data connection to HQ
7 MARKET EXPANSION
THROUGH PERSONA
DEVELOPMENT AND
USER UNDERSTANDING
Using Intimate Customer Knowledge
Identify unmet desire of younger travelers
Evoke an energetic atmosphere
Encourage guests to socialize vs retiring
Super-modern style and pioneering initiatives
20
21. 8 Ways Design Is Helping Companies Win Big
8 COST REDUCTION
Rethinking the ways and means of
product
Recently developed a process to develop
plastics that are thinner, cheaper and more
environmentally friendly than the industry
standard
$1B saving in a year.
Double financial impacts by
managing the bottom line
while simultaneously
growing the top line.
21
23. Discove
r
Discover
Evaluate
Buy
Access
Use
Get Support
Leave
Design for the Whole Experience
End-to End Experience Beyond the Offering Itself!
from How To Profit From The 'Outside-In' Perspective On Customer Experience
PRESENTER: Kerry Bodine, VP & Principal Analyst, Forrester Research
www.dmi.org
Like different companies
Unified Customer Model
User Experience at each Touch Point is key
23
24. From FC Business Intelligence
UX Tools – Journey Map 体验地图
Elements
Persona 虚拟人物角色
Verbatims (虚拟人物角色的)自述
Stage of the Experience 体验阶段 / Journey Model 体验模型
Steps in a Journey 步骤
Qualitative Insights 定性发现 / Moments of Truth 真实一刻
Quantitative Information 定量数据
Improvement Opportunities 改善机会
Purpose
Create alignment
Prioritize Investment
As Input to Design
Training and Onboarding Tool
24
25. Journey Map - Selecting a Health Insurance Plan with Coolsure Health Insurance
Personas
Verbatim of
the
Personas
Journey Model
&
Qualitative Insights
Qualitative Information
From FC Business Intelligence 25
26. From FC Business Intelligence
Negative Experience
Journey Map - Selecting a Health Insurance Plan with Coolsure Health Insurance
1
26
27. From FC Business Intelligence
Negative Experience
Journey Map - Selecting a Health Insurance Plan with Coolsure Health Insurance
2
27
28. From FC Business Intelligence
Positive Experience
Journey Map - Selecting a Health Insurance Plan with Coolsure Health Insurance
3
28
29. From FC Business Intelligence
Positive Experience
Journey Map - Selecting a Health Insurance Plan with Coolsure Health Insurance
4
29
30. From FC Business Intelligence
Positive Experience
Journey Map - Selecting a Health Insurance Plan with Coolsure Health Insurance
5
30
31. From FC Business Intelligence
Moment of Truth
Journey Map - Selecting a Health Insurance Plan with Coolsure Health Insurance
6
31
32. From FC Business Intelligence
Negative Experience
Journey Map - Selecting a Health Insurance Plan with Coolsure Health Insurance
7
32
33. From FC Business Intelligence
Neutral Experience
Journey Map - Selecting a Health Insurance Plan with Coolsure Health Insurance
8
33
34. From FC Business Intelligence
Positive Experience
Journey Map - Selecting a Health Insurance Plan with Coolsure Health Insurance
9
34
35. From FC Business Intelligence
Positive Experience
Journey Map - Selecting a Health Insurance Plan with Coolsure Health Insurance
10
35
36. From FC Business Intelligence
Moment of Truth
Journey Map - Selecting a Health Insurance Plan with Coolsure Health Insurance
11
36
37. From FC Business Intelligence
Journey Map - Selecting a Health Insurance Plan with Coolsure Health Insurance
Negative Experience12
37
38. From FC Business Intelligence
Positive Experience
Journey Map - Selecting a Health Insurance Plan with Coolsure Health Insurance
13
38
39. From FC Business Intelligence
Journey Map - Selecting a Health Insurance Plan with Coolsure Health Insurance
Negative Experience
14
39
40. From FC Business Intelligence
Positive Experience
Journey Map - Selecting a Health Insurance Plan with Coolsure Health Insurance
15
40
41. From FC Business Intelligence
Positive Experience
Journey Map - Selecting a Health Insurance Plan with Coolsure Health Insurance
16
41
42. Journey Map - Selecting a Health Insurance Plan with Coolsure Health Insurance
Personas
Verbatim
of the
Personas
Journey Model – Experience Stages
Quantitative Information
From FC Business Intelligence
Touchpoints
Journey Model – Steps
&
Qualitative Findings
42
43. http://adaptivepath.org/ideas/the-anatomy-of-an-experience-map/
UX Tool – Journey Map
Example of A Journey Map
Background
A US distributor of Rail Europe Inc.,
offers North American travelers a
single place to book rail tickets and
passes throughout Europe, instead
of going to numerous websites.
They already had a good website and an award-winning contact center, but they wanted t get
a better handle on their customers’ journeys across all touchpoints, which would all them to
more fully understand where they should focus their budget, design and technology
resources.
Derived from this overall ‘diagnostic’ evaluation, of which the map was just one part, were a
number of recommendations for focused initiatives.
The experience map helped create a shared empathic understanding of customers’
interactions with the Rail Europe touchpoints over tme and space.
43
45. http://adaptivepath.org/ideas/the-anatomy-of-an-experience-map/
Personas 虚拟人物角色
A fictional character representing a SEGMENT 代表一个客户群体细分的虚拟角色
Verbatim 人物自述
Of a persona, or user types with fairly different paths. Here we talking about
People who:
• Choose rail travel because it is convenient, easy, and flexible
• Rail booking is only one part of their larger travel process
• Build their travel plans over time
• Value service that is respectful, effective and personable
UX Tool – Journey Map 体验地图
45
46. http://adaptivepath.org/ideas/the-anatomy-of-an-experience-map/
Journey Model of the Persona 该虚拟人物角色的体验模型
The persona will be in below STAGES and do STEP-by-STEP:
• Research & Planning – research destinations, routes and products
• Shopping – enter trips, review fares, select Passes
• Booking – confirm itinerary, delivery options, payment options, review &
confirmation
• Post-Booking, Pre-Travel – wait for paper tickets to arrival
• Travel - activities, unexpected changes
• Post Travel – share experience, follow-up on refund for booking changes
Steps in each Stage 步骤
Stages of the Journey 阶段
UX Tool – Journey Map 体验地图
46
48. http://adaptivepath.org/ideas/the-anatomy-of-an-experience-map/
Quantitative Information 定量信息
Customer survey to get really telling data points:
• The enjoyability for this particular phase of the journey.
• The relevance of Rail Europe to that phase (eg. Rail Europe was very important in phase, but not as
important after the trip.
• The perceived helpfulness of Rail Europe in that phase
UX Tool – Journey Map 体验地图
48
49. http://adaptivepath.org/ideas/the-anatomy-of-an-experience-map/
Takeaways - Improvement Opportunities 改进机会
Rail Europe find below improvement opportunities:
• Communicate a clear
value propositions
• Make your customers
into better, more savvy
travels.
Research & Planning
• Help people get the
help they need
• Engage is social media
with explicit purposes.
Shopping
• Support people in
creating their own
solutions
Booking
UX Tool – Journey Map 体验地图
49
51. From FC Business Intelligence
UX Tool – Journey Map 体验地图
Elements
Persona 虚拟人物角色
Verbatims (虚拟人物角色的)自述
Stage of the Experience 体验阶段 / Journey Model 体验模型
Steps in a Journey 步骤
Qualitative Insights 定性发现 / Moments of Truth 真实一刻
Quantitative Information 定量数据
Improvement Opportunities 改善机会
Purpose
Create alignment
Prioritize Investment
As Input to Design
Training and Onboarding Tool
51
52. UX Tool – Journey Map
6 Steps to Journey Map Success
1. Select journeys and customer segments
2. Uncover hypotheses
3. Qualitative research (VOC/OVOC)
4. Create the journey maps
5. Journey mapping workshop
6. Action planning
52
53. UX Tool – Journey Map 体验地图
Example of A Journey Map
53
54. The first requirement for an exemplary user
experience is to meet the exact needs of the
customer, without fuss or bother.
Next comes simplicity and elegance that produce
products that are a joy to own, a joy to use.
True user experience goes far beyond giving
customers what they say they want, or providing
checklist features. In order to achieve high-quality
user experience in a company’s offerings there must
be a seamless merging of the services of multiple
disciplines, including engineering, marketing,
graphical and industrial design, and interface design.
- by Jakob Nielsen and Don Norman
A Definition of User Experience
UX
"User experience" encompasses all aspects of
the end-user’s interaction with the
company, its services, and its products.
54
55. 6 Despines Company Need to Learn to Master UX
55
from How To Profit From The 'Outside-In' Perspective On Customer Experience
PRESENTER: Kerry Bodine, VP & Principal Analyst, Forrester Research
www.dmi.org
56. 30 Useful Software Tools for UX Design
- From ‘30 ESSENTIAL UX TOOLS’, by LUDMILA PASOL, Resources, Aug 21, 2013
MIND MAPS, FLOW
CHARTS AND
SITEMAPS
WIREFRAMES AND
PROTOTYPES
USER TESTING AND
FEEDBACK
A/B SPLIT TESTS
ANALYTICS
VALIDATION, LINK
CHECKS AND
SPEED TEST
56
57. Books about User Experience
by
The Circa Group Europe
Design Driven Innovation: Why it
Matters for SME Competitiveness
(2015)
• How does design-driven innovation
add value for SMEs?
• How can the design process be used
as a tool for innovation?
• How well is design-driven innovation
embraced?
• How can Ireland develop its SME's
design-driven innovation capability?
57
58. Books about User Experience
by
Elizabeth Goodman
Mike Kuniavsky
Andrea Moed
by
Ken-Laurin Kramer
by
Jeff Gothelf
Josh Seiden
58