One of the six competencies required in the armory of all Customer Experience Professionals is defined by the Customer Experience Professionals Association (CXPA) as ‘Experience Improvement & Design’. To become a Certified Customer Experience Professional (CCXP), you would need to have knowledge of the following: Design thinking and customer co-creation approaches Process improvement methodologies …
Via Eric_Determined / Eric Silverstein
3 essential #CX design skills:
Empathy:
In the design process empathy is the ability of taking the perspective of the customer and feeling with them as they experience services.
Insight:
Arriving at insights is a creative process that combines empathic observations (I saw this) with the experience (I know this) of the designers.
Prototyping:
Prototypes are visualised service proposals that make their value concrete in a form or another.
Apple stores are a perfect example. Which other brands are capitalizing on customer experience design recently?