Business Reporter: Driving commercial benefits from brilliant customer experience design
Duncan Thomas was approached by Business Reporter to talk about Customer Experience (CX).
In recent years, with audience retention becoming one of the biggest battles for businesses across the industry sectors, business success relies on the quality of customer experience more than ever. Many of us are sensing the increasing volume of enquiries for good experience design, not only in terms of digital media, but also across an entire customer ecosystem, including both offline and online interactions. However, there are also others who still ignore the importance of investing in User Experience (UX) and Customer Experience (CX) design, when it comes to ensuring healthy commercial returns. Among the numerous benefits of getting UX and CX design right, one in particular is the effect on encouraging customer loyalty.