What is Customer Experience (CX) and Why Does It Matter?

January, 26 2021 | User Experience, Customer Experience

To understand the importance of what has become known as CX (Customer Experience), first we must briefly define some terms. UX (User Experience) was initially defined by Nielsen Norman as all aspects of the end user’s interaction with the company, its services, and its products. However, over time, many experience and marketing professionals came to define UX as end-user interactions with a single product or service, with CX emerging as an umbrella term encompassing the sum total of customer experiences with all channels of the brand and their perceptions of those interactions.

Where UX is typically focused on individual touchpoints, measured by metrics judging task completion, success, abandonment and error rates, CX metrics are broader: overall experience, likelihood to recommend or use again. Regardless of which term you use, there’s increasing interest in delivering a consistent positive customer experience, regardless of which touchpoint or channel is involved, across the entire brand.

Here are three reasons providing excellent Customer Experience matters:

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UX Focused Fintech Companies are Taking Over the Banking Industry

Mobile-first Fintech companies and apps are setting a new benchmark for handling personal finances by providing a great user experience (UX).

These apps are growing more and more in popularity and new alternatives appear every month, redefining the customers' relationship with their money.  But with so many solutions on the online marketplace, which are the differentiating factors that lead users to choose fintech apps over regular banking?

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Top Customer Experience Accomplishments of 2020

January, 19 2021 | News, User Experience

While 2020 was a challenging year for our world, there are still several Key Lime CX (customer experience) accomplishments we'd like to share, because if we learned anything from last year, it's that we need to appreciate the good times when they come.

Before we dive in, when we use the term CX instead of user experience (UX), what we're referring to is the customers' holistic perception of their entire experience with your organization, not solely an interaction with a specific product/service. So, without further ado, here are six (6) CX accomplishments we'd like to celebrate at Key Lime Interactive from 2020....

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Using Statistics to Enhance a UX Research Presentation

When working on a UX Research (UXR) presentation, adding in some simple statistics can benefit a researcher’s effort in presenting his or her findings. A relevant piece of data can visualize the findings from the data collection phase, enhance the presentation experience, and make the presentation more visually memorable.

Whether a piece of data is presented as numbers in a table or a complex, animated visualization, it should assist the researcher in telling a story for a study. Below are some general principles to help decide the relevance and function of a piece of “data” within a presentation.

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User Experience Research (UXR) Case Study

December, 29 2020 | User Experience, Research Methods

I recently completed a project that required both sides to meet in the middle in order to capture all the data we needed, while also taking into consideration the User Experience Research (UXR) bandwidth and time constraints.

Sometimes, during the UX research planning phase, you realize that your initial time estimations are off and need to be adjusted in order to answer all the questions that stakeholders have or test all the features that they want to test. In an ideal world, this all would have been worked out way in advance before the study, but sometimes the circumstances change during the study itself and you have to adapt quickly. Here’s how I handled this situation.

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Inclusive UX Research

Even though 2020 has been a tough year for many of us, this pandemic has actually shaken out what is most important to us.

At Key Lime Interactive (KLI), we like to say that the diversity of lived experiences of our people are our greatest trade secret, and it’s reflected in the integrity of insights we deliver to brands around the world, and now even more-so in the UX research with the launch of our new Inclusivity Index.

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How to Enhance Your Conversion Rate Optimization with UX

December, 17 2020 | How-To, User Experience, UX Strategy

What is CRO?

CRO (Conversion rate optimization) is the process of optimizing a company’s website design, landing pages and search ads to raise the conversion rate.

The goal is to convert (or complete a desired action) for the highest possible percentage of visitors to the website. The popularity of CRO has risen in recent years as it’s a way to increase profits from sales without raising the company’s advertising costs. A user-centric way of defining CRO is the process of understanding what drives, stops, and persuades users, to provide them the best user experience (UX) possible, ultimately benefiting the conversion rate.

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Social XR Review: A 1st Look at Facebook Horizon

As Social XR (eXtended Reality) experiences continue to soar, enthusiasts speculate what will be the next leading trend. In Virtual Reality (VR), this needs to be an application that not only has great features to socialize and communicate with others but also gives users power to create these spaces themselves. Enter a new contender: Facebook Horizon.

Previously, we’ve discussed our anticipation for Facebook Horizon whilst reviewing a variety of Social XR meeting tools. After being invited to its closed beta, we’d like to dive deeper into the experience and give our feedback from a User Experience (UX) standpoint.

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An Event Apart Conference Recap

       An Event Apart is a series of three-day-long UX Conferences held throughout the US in the following locations: Washington DC, Seattle, Boston, Minneapolis, San Francisco, and Orlando. An Event Apart offers attendees three full days of "design, code and content"- three days worth of opportunity to learn, connect, and explore. An Event Apart (AEA) offer presentations and panels from industry leaders, thinkers and innovators, focusing on a range of topic today and tomorrow.

Below is a compilation of some of the most relevant points from some sessions I was able to attend. More information and resources can be found here.

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The UX of Autonomous Vehicles

       The autonomous vehicle is more than just a blurred dream that is still off in the distant future; it’s already happening. Recently, the first self-driving taxi service has been launched in Singapore. It is predicted that it’s only a matter of a couple of years before fully automated driving vehicles will be available for purchase on the consumer’s market (Tesla is already taking incremental steps to make semi-autonomous driving vehicles available to the public). However, only a few companies like Google and Volvo have been testing fully automated driving cars on public roads. 

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Great Expectations (Writing a Great SOW)

      The best way to ensure a successful partnership with a consultancy is to have a solid shared understanding of what the goals of the project are, what work will be done, how it will be done, and when it will be done. The Statement of Work (SOW) governing project work is the foundation for a successful outcome. This article explores how to take a high-level SOW from an accepted proposal and turn it into a robust and effective contract.

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UX Research vs. Market Research

September, 11 2019 | Usability Testing, User Experience

      While the field of UXR has existed for a while now, there still seems to be some confusion surrounding what exactly sets it apart from other forms of research. It can be difficult to differentiate it from other types of research that, like UX research (user experience research), measure and evaluate user needs, behaviors, and preferences. One form of research that often gets confused for being UX research is market research. While they are similar, they are very different in their approach, goals, analysis, and implementation. It is also about the kinds of questions you are asking, and the kinds of answers you are hoping to get by conducting your research.

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