I just wrapped up the recording of my presentation for the CXM Best Practices Symposium. With a Michigan audience, I am Using the Red Wings to Explore Relationships between User and Customer Experience. On October 29th, attendees will watch my 30 minute recording and then we will have 15 minutes of Q&A.
After some introductory framing of UX around channels, contexts, and design, I give 3 different ways to think about the Red Wings, and, thus, 3 different ways to think about the relationship between UX & CX:
- Competing capabilities
- Complementary activities
- Related disciplines
This is an entirely new presentation for me, but it builds upon my Spins on UX series.
If you are a CXM symposium attendee, here are the things I reference, in case you want to check them out:
- Slides (PDF)
- spin.dexterityux.com
- Forbes “What is CX”
- Users as Customers and Other Relationships
- Double Diamond (process)
- When to Use Which User-Experience Research Methods
- Shapes of UX, Indispensable Skills
- Michigan UX-related Communities
October 26 update: After finishing my presentation, I have kept doing more investigation into the topics that emerged from this talk. (Agreeing to do a talk is often driven by what I want to learn, not what I already know.) In this case, I probed to see what academia had written. Two sources so far:
- On competing capabilities. UX as Disruption: Managing Team Conflict as a Productive Resource covers competition between UX & software engineering. The authors cover the Engineering and UX worldviews, when they clash, and how project managers can deal with it.
- On management and disciplines. An entire book focused on brand and user experience management: User Experience Is Brand Experience. The chapter on the intersection of UX, CX & BX is particularly relevant since it focuses on the co-disciplines.
September 2021 update: I forgot to add a link to the recording, which was posted to the CXM Best Practices YouTube channel.
