Why do we talk about customer experience? Customers have had experiences since there were customers, so why is CX a topic today?

The concept of designing experiences is not new. It’s been around since the 1980s as an extension of product design. In the last several decades, product designers increasingly have considered the user as ideas about ergonomics and usability emerged. Considering the user – or customer – experience is inherent to any design endeavor.

The customer experience discipline continues to grow and change with emerging technology. Past or future, macro or micro, CX innovation will emerge from a better understanding of what is possible and what people really need. The full article is available here, on our blog.

Peopledesign is a design innovation firm helping leaders navigate change. Office Hours is a time we've set aside to discuss ideas we're thinking about and issues we experience first-hand with customers about business value, brand perception, and service design.

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