The June 2, 2022 presentation, "Reuniting with the X: How to Deliver a Winning Experience Across Channels & Constituencies" is now available for Phase 5 clients and subscribers to download. This case study presentation was delivered at the 2022 Insights Association X Event by Phase 5 Partner Arnie Guha and Phase 5 client Gareth Tuppenney (Director of Digital Experience at the London Stock Exchange Group).
Together, Arnie and Gareth describe how User Experience, Customer Experience, and Employee Experience were reviewed and assessed holistically to arrive at specific initiatives that work together to deliver a better overall experience at LSEG. Their overview draws upon 5 different research studies from Market Assessments and Innovation Research to User Experience Studies, Customer Experience Tracking, and an international study of Employee Experience.
Some key takeaways include:
- Experiences should be evaluated based on efficiency, discoverability, memorability, and accessibility.
- Optimizing the efficiency of interactions with customers operating in a digital landscape is important to employees.
- Focusing on "human" needs as opposed to "user" needs helps to create an optimal experience.
Download the complete presentation to learn more today!
About the Event:
The Insights Association X Event is an annual forum which brings UX, CX & Insights professionals together with content and conversations to foster development of a unified voice of the customer. Content is designed to advance knowledge of the latest technology and techniques, and to help executives best manage operations and coordinate workflow and communications.