Does conversation hurt or help Chatbot UX?
This article explores when conversation benefits and when conversation hurts chatbot UX. I walk through case studies for both sides of the argument and compare divergent opinions from Ted Livingston, CEO of Kik, who advises bot makers to deprioritize open-ended chat, and Steve Worswick, the creator of “the most human chatbot,” who encourages developers to invest in truly conversational experiences.
Product Managers & UX Research: The Do’s and Don’ts to Customer Feedback
For Product Managers, one resource that is always in short supply is time Shortage of time and a mile-long to-do list means that you sometimes have to cut corners. Unfortunately, the one aspect of the process that often gets sacrificed is UX Research with customers….
A Multi-Method Approach to Improving Customer Experience
How UX insights can help your business Customer experience has become a critical differentiator in today’s marketplace. There is distinct business value in analyzing, managing, and improving customer experience effectively; it provides strength in brand preferences, a boost in revenue, and an improvement in customer…
The Relationship between User Experience and Customer Experience
What is the relationship between CX and UX? Customer Experience (CX) seems to be the new thing and the number of companies talking about the subject is exploding. Since it is still a relatively new business discipline, there is no single commonly agreed upon definition…
“You must go to the customer and not expect the customer to come to you”
If the creation of brand loyalty is the sine qua non of all marketing then the way that companies define both themselves and those who purchase their products is no less of a priority. Awareness is all. From the moment that the logo is seen…