Chart Your Course Report

Establish Your Experience Design Practice

Beginner Level: Design Practices For CX Transformation

April 16th, 2021
Gina Bhawalkar, Principal Analyst
Gina Bhawalkar Principal Analyst
Andrew Hogan, null
Andrew Hogan
With contributors:
David Truog , Kelly Price , Karine Cardona-Smits , Amelia Nickels , Shayna Neuburg

Summary

This report about experience design (XD) — one of the six competencies of customer experience (CX) — is for CX transformation leaders whose companies don’t yet follow an effective and documented process for how to do it. In other words, they either lack rigor in how they do experience design or may not do much at all or know exactly what it is. This report explains how and why at this beginner stage of maturity in experience design, CX transformation leaders should focus on establishing a rigorous practice.

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