How to Get your CX and UX Teams Working Together [Slideshare]

Today, your organization’s success depends on unifying your CX and UX teams and processes. To help you overcome the historical, organizational, process and technology challenges you’re facing, read the following presentation, “How to Get Your CX and UX Teams Working Together”. The presentation discusses 3 ways to leverage the strengths from both types of teams to provide a winning customer experience overall.

By The Tandemseven Experts

It’s no secret that the way to dominate in the digital age is to maximize your customer’s end-to-end customer experience (CX). A major part of a successful customer experience is the contributions from a user experience (UX) team. However, UX initiatives and CX initiatives don’t always mesh. Sometimes, CX teams appear to overlap or compete with UX teams.

Today, your organization’s success depends on unifying your CX and UX teams and processes. To help you overcome the historical, organizational, process and technology challenges you’re facing, I put together the following presentation, “How to Get Your CX and UX Teams Working Together”. In this presentation, I discuss 3 ways to leverage the strengths from both types of teams to provide a winning customer experience overall.

Align CX/UX initiatives with our Experience Playbook Solutions.

Want to learn more about how the right platform can help unify your CX and UX teams? Click here to request a free trial of UX360.

Transcript of “How to Get Your CX and UX Teams Working Together”

  1. How to Get Your CX and UX Teams Working Together, by Steve Offsey, CMO at TandemSeven
  2. How do you WIN in the digital age?
  3. By maximizing the value you provide to your customers across all channels and touchpoints…
  4. Also known as CX …to ultimately improve their end-to-end customer experience.
  5. An improved customer experience is now on your CEO’s agenda… …which means your CX and UX teams are on the hook to make it happen!
  6. New CX initiatives can overlap, or even appear to be in competition with UX initiatives.
  7. Expert input from a user experience (UX) team is critical for a successful customer experience (CX).
  8. What is UX? In most organizations, UX means digital UX, or the experience of users with applications, devices or processes.
  9. UX methods and outputs include:
    Interaction Design Contextual Inquiry Wireframes Visual Design Usability Testing Personas
  10. What is CX? Customer experience (CX) is the sum of all interactions between an organization and a customer over the duration of their relationship.
  11. CX teams typically focus more on process and service design than digital application design and delivery.
  12. CX methods and outputs include: Journey Maps Segment Profiles /Personas Voice of the Customer (VOC)
  13. So, how can CX and UX teams improve the way they work together to provide a better customer experience?
  14. Adopt organizational characteristics to help maximize the synergy between CX and UX: C-level sponsorship Cross-functional teams End-to-end vision Shared definitions and standards Common research, testing and measurement approaches
  15. Align your CX and UX teams around shared processes and standards: Support Deliver Develop Test Design Experience Modeling Persona Modeling Research
  16. Employ a common platform for UX and CX teams to create and share research and design assets
    1. Research Personas Task Models Journey Maps Dashboard User Stories
  17. A common platform allows your CX and UX teams to…
  18. Unify research and design assets in one place, organized for consistency and reuse, such as: Customer Research User Stories Customer Personas Task Models Customer Journey Maps
  19. Create and share dynamic personas to provide a unified view of your customers’ challenges, preferences, and priorities Create a consistent set of personas shared across the enterprise Upgrade your profiles and personas from static pictures to dynamic online assets
  20. Construct journey maps to provide a visual, high- impact understanding of customers’ goals and touch points Front Stage / Back Stage Actors Emotional States Future State (Innovation) Current State (Heat Maps)
  21. Employ dashboards to communicate relevant and up-to-date information to each business stakeholder Benchmark and track evolving experience from initial state towards desired (future) state.
  22.  Use story maps to visually communicate key customer stories to agile development teams Integrate with agile development platforms Organize scenarios and tasks into user stories and release packages
  23. Organizations whose CX and UX teams align to improve their overall customer experience will gain significant advantage in: Market Share Customer Satisfaction Profitability
  24. Working together, CX and UX teams can make it happen! Align CX and UX teams around shared processes and standards Employ a common platform to align your entire organization around your customers’ needs Adopt organizational characteristics that maximize the synergy between CX and UX
  25. Want to learn more about how the right platform can help unify your CX and UX teams? Request a free trial of UX360 at www.tandemseven.com/ux360-customer-user-experience-software-tools/
  26. Design by Katrina Berlin Benco. Photo credits: “Hooked” by ePi.Longo, “Rollercoaster” by Craig Lloyd, and “Cooperation” by Marina del Castell all licensed under CC BY 2.0

Today, your organization’s success depends on unifying your CX and UX teams and processes. To help you overcome the historical, organizational, process and technology challenges you’re facing, read the following presentation, “How to Get Your CX and UX Teams Working Together”. The presentation discusses 3 ways to leverage the strengths from both types of teams to provide a winning customer experience overall.

By The Tandemseven Experts

It’s no secret that the way to dominate in the digital age is to maximize your customer’s end-to-end customer experience (CX). A major part of a successful customer experience is the contributions from a user experience (UX) team. However, UX initiatives and CX initiatives don’t always mesh. Sometimes, CX teams appear to overlap or compete with UX teams.

Today, your organization’s success depends on unifying your CX and UX teams and processes. To help you overcome the historical, organizational, process and technology challenges you’re facing, I put together the following presentation, “How to Get Your CX and UX Teams Working Together”. In this presentation, I discuss 3 ways to leverage the strengths from both types of teams to provide a winning customer experience overall.

Align CX/UX initiatives with our Experience Playbook Solutions.

Want to learn more about how the right platform can help unify your CX and UX teams? Click here to request a free trial of UX360.

Transcript of “How to Get Your CX and UX Teams Working Together”

  1. How to Get Your CX and UX Teams Working Together, by Steve Offsey, CMO at TandemSeven
  2. How do you WIN in the digital age?
  3. By maximizing the value you provide to your customers across all channels and touchpoints…
  4. Also known as CX …to ultimately improve their end-to-end customer experience.
  5. An improved customer experience is now on your CEO’s agenda… …which means your CX and UX teams are on the hook to make it happen!
  6. New CX initiatives can overlap, or even appear to be in competition with UX initiatives.
  7. Expert input from a user experience (UX) team is critical for a successful customer experience (CX).
  8. What is UX? In most organizations, UX means digital UX, or the experience of users with applications, devices or processes.
  9. UX methods and outputs include:
    Interaction Design Contextual Inquiry Wireframes Visual Design Usability Testing Personas
  10. What is CX? Customer experience (CX) is the sum of all interactions between an organization and a customer over the duration of their relationship.
  11. CX teams typically focus more on process and service design than digital application design and delivery.
  12. CX methods and outputs include: Journey Maps Segment Profiles /Personas Voice of the Customer (VOC)
  13. So, how can CX and UX teams improve the way they work together to provide a better customer experience?
  14. Adopt organizational characteristics to help maximize the synergy between CX and UX: C-level sponsorship Cross-functional teams End-to-end vision Shared definitions and standards Common research, testing and measurement approaches
  15. Align your CX and UX teams around shared processes and standards: Support Deliver Develop Test Design Experience Modeling Persona Modeling Research
  16. Employ a common platform for UX and CX teams to create and share research and design assets
    1. Research Personas Task Models Journey Maps Dashboard User Stories
  17. A common platform allows your CX and UX teams to…
  18. Unify research and design assets in one place, organized for consistency and reuse, such as: Customer Research User Stories Customer Personas Task Models Customer Journey Maps
  19. Create and share dynamic personas to provide a unified view of your customers’ challenges, preferences, and priorities Create a consistent set of personas shared across the enterprise Upgrade your profiles and personas from static pictures to dynamic online assets
  20. Construct journey maps to provide a visual, high- impact understanding of customers’ goals and touch points Front Stage / Back Stage Actors Emotional States Future State (Innovation) Current State (Heat Maps)
  21. Employ dashboards to communicate relevant and up-to-date information to each business stakeholder Benchmark and track evolving experience from initial state towards desired (future) state.
  22.  Use story maps to visually communicate key customer stories to agile development teams Integrate with agile development platforms Organize scenarios and tasks into user stories and release packages
  23. Organizations whose CX and UX teams align to improve their overall customer experience will gain significant advantage in: Market Share Customer Satisfaction Profitability
  24. Working together, CX and UX teams can make it happen! Align CX and UX teams around shared processes and standards Employ a common platform to align your entire organization around your customers’ needs Adopt organizational characteristics that maximize the synergy between CX and UX
  25. Want to learn more about how the right platform can help unify your CX and UX teams? Request a free trial of UX360 at www.tandemseven.com/ux360-customer-user-experience-software-tools/
  26. Design by Katrina Berlin Benco. Photo credits: “Hooked” by ePi.Longo, “Rollercoaster” by Craig Lloyd, and “Cooperation” by Marina del Castell all licensed under CC BY 2.0
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2017-08-11T13:19:06+00:00