Karl A L Smith

human knowledge belongs to the world

customer experience

Customer Experience in the 21st Century and Beyond

InfoBeans interview with Karl Smith about Customer Experience. From InfoBeans:  In the podcast titled ‘Customer Experience in the 21st Century and Beyond, our guest Karl Smith speaks about why customer experience is so important and why it is important to…

Customer Experience in a Pandemic

The first thing to really understand is that this pandemic is not new, while the conditions are flexing they have been flexing for two years now and so should customer services be changed to adapt with the current experience. There…

a short guide to Customer Experience

Following on from Karl Smith’s a short guide to Agile Transformation he plans to release another short guide book in 2022 called a short guide to Customer Experience. This new book will show Customer Experience in an end to end…

Designing for Human Experience Paperback on Amazon

This book about what I have done for a living since 1989 in Designing for Human Experience. Here have put together an anthology of my life and my passion for designing for human experience. I describe what I do as…

Top 100 Thought Leaders and Influencers to follow in 2020

Karl Smith named in the The Awards Magazine, Top 100 Global Thought Leaders and Influencers to Follow in 2020. Well let’s step back a bit from that, I mean it’s wonderful sounding but what does it actually mean and does it…

5 User Experience (Customer Journey) lies, damn lies and absolute myths

1. Anyone can do user experience, nope! I meet a lot of people claiming to do user experience, process and deliverables aside, they don’t have a usability background so they cannot do user experience. User experience is a solution capability based upon…

#Dependant on #dumb #data and is making #bad #choices? #Douglas #Adams

Data, Big Data, Artificial Intelligence Clients don’t understand their customers, they just think they do! It’s not for the lack of trying or spending millions on developing and building huge data systems, the problems are many but can be traced back…

#Cognition #Clash in the #IoT #SXSW

Thank you to everyone who attended our (Karl Smith and Thom Heslop) talk at SXSW, it’s the start of a long road into a really complex and contextual problem. But being silent in the crowd as the King walks by…

Can real #UX be done in a #global #consultancy?

As with Agile, UX has suffered fools having a go and failing. Focusing on titles, roles, activities or outputs misses the essential process that has not been applied by qualified, able and intelligent people who are able to deliver. No…

Interview with a #User #Experience #Guru part 2

User Experience (UX) why is it important? User experience is so important because it enables client companies to get to the heart of their relationship with their customers without the marketing glamor that hides how they really feel and what…

#Holistic #UX #Customers don’t think or interact along #channels

Business management does not reflect customer (users) activity The management of a businesses online presence is broken up into various channels in order to simplify the management, responsibility and accountability for overall effectiveness and value. However customers (users) are unaware…

12 #UX things you need to know

Getting into user experience, what you need to know? What will a person need to be able to do to get into user experience; 1. Can you think? Not the most subtle way to ask, but can you be creative? Thinking…