By failing to define what “engagement” means for their target audience and developing a win-win situation where organizational and user goals are both met, businesses perpetuate a downward spiral trying to amass clicks, likes, and newsletter signups.

Don’t separate UX and CX. Regardless of how you refer to them—customers or users—they are all people interacting with your brand. Get the most out of the time and money you put into user research to examine and improve the entire customer experience.

While there are a lot of uncertainties as a result of the COVID-19 pandemic, there is one thing I am certain of: businesses that focus on the customer experience stand a better chance of weathering the storm than businesses that don’t.

Recently, trust—or the violation of trust—has been a big topic. From data breaches to the misleading use of customer data, consumers are starting to take notice. When does that awareness start to impact your business? When your customers’ behaviors change as a result of their lack of trust.

Ingrained behaviors, subconscious snap judgements, and social norms aren’t going to change anytime soon. So why do businesses violate these expectations in online experiences?

Heidi spoke with Drew about what agencies need to know about optimizing the customer digital experience on the Build a Better Agency podcast.

As a user experience (UX) research tool, surveys can be an effective starting point for UX research—especially if your resources are limited and your stakeholders are skeptical. But, because surveys are cheap and easy to administer to get lots of results, product teams sometimes use them in place of conducting more extensive UX research.

Voice may be the opportunity to provide better customer service or solve challenges in contexts when being hands-free is essential, such as when driving or preparing meals. Voice may also be annoying and intrusive.

Because lack of trust is beginning to change customers’ behaviors in the digital space, it’s a leading indicator of an institution’s overall health—especially if your digital product is your business. That means measuring and optimizing this customer experience metric is more important than ever.