A resource for customer experience (CX) and experience management (XM) professionals.
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Episodes tagged “design”

Design Thinking for CX

Design Thinking for CX

Released: August 17, 2021 • Episode #179

A key element to building any customer experience program is understanding your customers and creating empathy. And there are tools to help with that: surveys, interviews, journey mapping sessions. But what about the process beyond all the discovery that happens? What do you DO with all that “understanding?” Host Steve Walker welcomes Emily Stump of Indiana University Health for a look at how design thinking can be a valuable tool for CX professionals.

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Designing for People

Designing for People

Released: November 10, 2020 • Episode #141

Customer experience is about people: your customers or clients, your employees and colleagues, your business partners – people make the experience. So, it goes without saying that designing any experience should include the perspective of those involved, and human-centered design can help inform that process. Host Steve Walker welcomes Seth Fritz, the manager of the Design Futures team at the Delta Faucets Company, for a discussion on human-centered design.

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