25 min listen
8. Thinking Beyond Interactions: Omnichannel Experiences and CX (feat. Kim Salazar, Sr. UX Specialist at NN/g)
FromNN/g UX Podcast
8. Thinking Beyond Interactions: Omnichannel Experiences and CX (feat. Kim Salazar, Sr. UX Specialist at NN/g)
FromNN/g UX Podcast
ratings:
Length:
30 minutes
Released:
Mar 5, 2021
Format:
Podcast episode
Description
What does it take to create a great customer experience? As it turns out: a lot more than just a series of great interactions. Kim Salazar, Sr. UX Specialist, shares her expertise on what omnichannel experiences are, why they matter for CX, and how having a mature CX means fundamentally changing how we view and handle UX work.
Resources cited in this episode
Ep. 1 - What is UX, anyway? (feat. Dr. Jakob Nielsen, the usability guru) (our inaugural podcast episode)
Operationalizing CX: Organizational Strategies for Delivering Superior Omnichannel Experiences (142-page report)
CX Transformation (full-day course)
Journey Mapping to Understand Customer Needs (full-day course)
Kim's Articles & Videos (NN/g bio)
Other related articles & videos
What is Omnichannel UX? (2-min video)
User Experience vs. Customer Experience: What’s The Difference? (free article + 4 min video)
Good Customer Experience Demands Organizational Fluidity (free article)
Resources cited in this episode
Ep. 1 - What is UX, anyway? (feat. Dr. Jakob Nielsen, the usability guru) (our inaugural podcast episode)
Operationalizing CX: Organizational Strategies for Delivering Superior Omnichannel Experiences (142-page report)
CX Transformation (full-day course)
Journey Mapping to Understand Customer Needs (full-day course)
Kim's Articles & Videos (NN/g bio)
Other related articles & videos
What is Omnichannel UX? (2-min video)
User Experience vs. Customer Experience: What’s The Difference? (free article + 4 min video)
Good Customer Experience Demands Organizational Fluidity (free article)
Released:
Mar 5, 2021
Format:
Podcast episode
Titles in the series (41)
3. UX Careers: Growing in (and out of) Your Current Role (feat. Rachel Krause, UX Specialist at NN/g) by NN/g UX Podcast