Tag: customer experience

Most organisations collect data for perfectly reasonable reasons. To improve the service. To understand customers. To personalise experiences. To measure… read more Would You Still Collect the Data If You Could Not Use It?

Every organisation wants attention. Without attention, customers cannot discover a product. They cannot understand an offer. They cannot use a… read more Does Your Digital Service Respect Your Customer’s Attention?

Every organisation wants customers to engage. That seems entirely reasonable. We want people to: Use the service. Find what they… read more When Does Customer Engagement Become Customer Engineering?

For much of the digital economy, the customer relationship has expanded far beyond the original transaction. Someone buys something. But… read more What If My Customer’s Behaviour Wasn’t Part of My Business Model

Modern organisations are built around visibility. We monitor. We analyse. We track. We measure. We justify these activities as necessary… read more Why Do We Assume Organisations Need To See Everything?

Every time we interact online, a record is created. A login. A purchase. A search. A message. A click. Most… read more Why Does Every Digital Interaction Leave a Trail?

Every person knows this feeling. You book a holiday. You open a bank account. You use a mobile app. You… read more Why Am I Expected to Trust Everyone?

People often meet me through my work in technology, but don’t realise is that creativity has been constant throughout my… read more TED profile Update

InfoBeans interview with Karl Smith about Customer Experience. From InfoBeans:  In the podcast titled ‘Customer Experience in the 21st Century… read more Customer Experience in the 21st Century and Beyond

The first thing to really understand is that this pandemic is not new, while the conditions are flexing they have… read more Customer Experience in a Pandemic

Following on from Karl Smith’s a short guide to Agile Transformation he plans to release another short guide book in… read more a short guide to Customer Experience

This book about what I have done for a living since 1989 in Designing for Human Experience. Here have put… read more Designing for Human Experience Paperback on Amazon

Karl Smith named in the The Awards Magazine, Top 100 Global Thought Leaders and Influencers to Follow in 2020. Well let’s… read more Top 100 Thought Leaders and Influencers to follow in 2020

1. Anyone can do user experience, nope! I meet a lot of people claiming to do user experience, process and deliverables aside,… read more 5 User Experience (Customer Journey) lies, damn lies and absolute myths

Data (dumb data), Big Data, Artificial Intelligence Businesses don’t understand their Customers, they just think they do! It’s not for the… read more Dependant on dumb data and is making bad choices?

Thank you to everyone who attended our (Karl Smith and Thom Heslop) talk at SXSW16, it’s the start of a… read more Cognition Clash in the IoT SXSW16

As with Agile, UX has suffered fools having a go and failing. Focusing on titles, roles, activities or outputs misses… read more Can real #UX be done in a #global #consultancy?

User Experience (UX) why is it important? User experience is so important because it enables client companies to get to… read more Interview with a #User #Experience #Guru part 2

Business management does not reflect customer (users) activity The management of a businesses online presence is broken up into various… read more #Holistic #UX #Customers don’t think or interact along #channels

Getting into user experience, what you need to know? What will a person need to be able to do to get… read more 12 #UX things you need to know