8. Thinking Beyond Interactions: Omnichannel Experiences and CX (ft. Kim Salazar) скачать в хорошем качестве

8. Thinking Beyond Interactions: Omnichannel Experiences and CX (ft. Kim Salazar)

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): https://podcasters.spotify.com/pod/sh... Operationalizing CX: Organizational Strategies for Delivering Superior Omnichannel Experiences (142-page report): https://www.nngroup.com/reports/opera... CX Transformation (full-day course): https://www.nngroup.com/courses/custo... Journey Mapping to Understand Customer Needs (full-day course): https://www.nngroup.com/courses/journ... Kim's Articles & Videos (NN/g bio): https://www.nngroup.com/people/kim-sa... OTHER RELATED ARTICLES & VIDEOS: What is Omnichannel UX? (2-min video): https://www.nngroup.com/videos/omnich... User Experience vs. Customer Experience: What’s The Difference? (free article + 4 min video): https://www.nngroup.com/articles/ux-v... Good Customer Experience Demands Organizational Fluidity (free article): https://www.nngroup.com/articles/cx-o... TYXU5WMUAXAS8GTC