Your customers don't remember their experience
Customers remember an experience by its most intense moment and its ending, the peak-end rule. Here's how to use it in CX, and where it breaks down.
Articles
Experience Design
Latest articles
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Read article: Your customers don't remember their experience
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Why our courses are never finished
Read article: Why our courses are never finishedFoundations, Professional and Customer Journey Specialist, rebuilt. Scores up 9-11 points, and the new versions are already free for everyone in the network.
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From Mirror to Motor: Rethinking Voice of Customer
Read article: From Mirror to Motor: Rethinking Voice of CustomerVoice of the Customer should be the most action-driven function in any customer-centered organization. After all, what could be more useful than a clear signal of what your…
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How to Master Customer Journey Mapping
Read article: How to Master Customer Journey MappingLearn how to build customer journey maps that drive real CX improvements. Covers the five key components, common variations, and how to turn journey insights into action.
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6 Principles to Redefine Your CX Skills for the AI Era
Read article: 6 Principles to Redefine Your CX Skills for the AI EraDiscover how to stay relevant as AI transforms customer experience. Learn 6 evidence-based principles for automating tactical analysis, cultivating uniquely human skills, and leading in an AI-augmented future.
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Aligning Customer Experience Metrics with Business Goals
Read article: Aligning Customer Experience Metrics with Business GoalsOld processes and technologies can keep established organizations from creating exceptional customer experiences and achieving future growth. Good customer experience demands organizational fluidity.
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From insights to action: A Practitioner's Guide to Communicating Customer Insights
Read article: From insights to action: A Practitioner's Guide to Communicating Customer InsightsLearn how to effectively communicate customer insights and drive meaningful change with practical advice from experienced CX practitioners. This guide covers common pitfalls and actionable strategies.
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How CX Practitioners Really Use Journey Maps
Read article: How CX Practitioners Really Use Journey MapsLearn how to bridge the gap between customer insights and business impact with a data-driven approach to journey mapping.
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The Journey-First Enterprise
Read article: The Journey-First EnterpriseDiscover why optimized teams and modern products still create fragmented customer experiences. Our new research reveals the Double Bind and introduces the journey-first operating model.