8. Thinking Beyond Interactions: Omnichannel Experiences and CX (feat. Kim Salazar, Sr. UX Specialist at NN/g)
Listen now
Description
What does it take to create a great customer experience? As it turns out: a lot more than just a series of great interactions. Kim Salazar, Sr. UX Specialist, shares her expertise on what omnichannel experiences are, why they matter for CX, and how having a mature CX means fundamentally changing how we view and handle UX work. Resources cited in this episode Ep. 1 - What is UX, anyway? (feat. Dr. Jakob Nielsen, the usability guru) (our inaugural podcast episode) Operationalizing CX: Organizational Strategies for Delivering Superior Omnichannel Experiences (142-page report) CX Transformation (full-day course) Journey Mapping to Understand Customer Needs (full-day course) Kim's Articles & Videos (NN/g bio) Other related articles & videos What is Omnichannel UX? (2-min video) User Experience vs. Customer Experience: What’s The Difference? (free article + 4 min video) Good Customer Experience Demands Organizational Fluidity (free article)
More Episodes
Advocating for UX work is hard. It's even harder when you're the only UX professional on your team. That said, there is still hope for one-person UX teams, and Garrett Goldfield shares his recommendations on how to make the most out of limited time and resources, and how to lead the charge in...
Published 06/04/21
To celebrate our first podcast milestone, we flipped the script. NN/g UX Specialist Rachel Krause guest-hosts this episode, and interviews host Therese Fessenden about the concept of "delight" in user experience: what it is, why the pursuit of delight can often be a short-sighted and...
Published 05/07/21
Does having more experience in the UX industry enable you to make better design decisions by intuition? Does user research ever become a waste of time if some research already exists in academic papers? The answer, it seems, is not that simple. In this episode, UX Specialists Alita Joyce and...
Published 04/02/21