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newsletter
Desirability: Why usability testing ≠ good product
To make sure that a new service will be successful, you should start by trying to answer a simple question: "Will my target customer want to use and pay for this service?"
podcast
Minimum Viable Podcast #23: CX in Logistics
Alexander Jančo from Packeta: "Everyone claims to be customer-oriented, but that isn't enough for me. We want to be customer-obsessed."
newsletter
CX and Metrics: How to measure the ROI of a good customer experience
Want to launch a new CX initiative, but your superiors want to see a financial benefit? Set up metrics to show leadership that a better customer experience can actually earn them money.
podcast
Minimum Viable Podcast #22: Future Thinking
Lucia Ciranová from the Government Office of the Slovak Republic: "When you’re working on something that should be innovative in 2 years, you have to think 15 years ahead"
newsletter
What designing for Škoda infotainment taught us about HMI
When designing human-machine interfaces, the context in which the interaction happens is crucial. Car infotainment taught us 5 rules valid for whatever HMI you design.
podcast
Minimum Viable Podcast #21: CX in Banking
Petr Šmíd from Air Bank: "We don't particularly love NPS, but it quite well expresses the relationship with customers."
podcast
Minimum Viable Podcast #20: CX in Small Organizations
Lucia Čišková from Business Lease: "CX is about creating emotions throughout the customer journey."
event
Video: Lighting Talks* on Impactful Services
Anton Schubert (EY Doberman) and Michal Blažej (Lighting Beetle*) reveal strategies for creating products and services that resonate with new as well as loyal customers.
podcast
Minimum Viable Podcast #19: Customer Experience Maturity
"The level of CX in Slovak organisations has caught up with the global standards over the past year." says Juraj Blichar, Head of Production in Lighting Beetle*
newsletter
Resistant stakeholders? Use metrics they already rely on
Getting stakeholders involved in CX initiatives can be an uphill battle. But defining a common interest can accelerate your cross-department efforts.