A Process for Informing User Experience Priorities in a Service Oriented Business
Event Type
Virtual Program Session
TimeThursday, October 13th8:15am - 8:30am EDT
DescriptionCustomer experience research professions are often reactively engaging in projects as a request from product owners and designers to assess experience risk and inform opportunities for optimization. Over time, these research professions become subject matter experts on the state of the customer experience, including their company perceptions, mental models, expectations, and pain points. However, the potential value of this knowledge is often constrained to a project's scope. This paper articulates how the research team at Cox Communications used their knowledge and toolset to become proactive in identifying top customer experience opportunities to improve the customer relationship. This workstream was foundational in getting the voice of the customer a seat at the table to inform future organizational transformation.