Customer Experience talks

Customer experience (CX) is the sum of every interaction a person has with a company, from first hearing about it through buying, using and getting support. It is broader than the user experience of a single product, though the two are closely linked.

For UX and product designers, a customer experience view is a reminder that a well-designed screen is only one part of the picture. How people feel across the whole journey, and especially at its emotional high and low points, shapes what they think of the product and whether they return.

The three talks here look at experience from different angles. Aaron Walter’s Designing Emotional Experiences focuses on emotion in design, Andy Budd’s Designing the User Experience Curve looks at how experience develops, and Stephen Anderson’s From Information to Understanding - Solving the Small Data Problems (TED Talks, 2012) deals with helping people understand information.