customer experience — Blog | Customer Centric Solutions LLC

Mobile App Experience - Financial Services Benchmarking Study

A study leveraging ‘emotional analytics’ to benchmark four financial institutions across eleven (11) dimensions of a modern Mobile App Experience.

Customer Experience, Design Thinking, Experience Design, CX Insights, Customer Journey MappingJohn GusiffDecember 28, 2022customer experience, Mobile App Experience

Enhancing your NPS Program with Emotional Analytics

You now have the necessary tools, emotional analytics, that when paired with Net Promoter, can help you take action on customer insights.

Experience Design, CX Insights, Customer Journey Mapping, Customer ExperienceJohn GusiffApril 23, 2020journey mapping, journey mapping research, customer experience, improving customer experience, sentiment analysis, emotional analytics, plutchik wheel of emotion

CX Innovation Using Lightning Demos

You've just completed your journey mapping research and have uncovered a series of pain points throughout the journey.

Experience DesignJohn GusiffOctober 29, 2018journey mapping, journey mapping research, G Adventures, customer experience, improving customer experience, lightning demos, CX innovation, divergence, convergence

Design Thinking at The Walt Disney Company

Early in my career I had the opportunity to work on an engagement for The Walt Disney Company supporting the design of DisneyQuest - an indoor interactive theme park.

Design Thinking, Customer ExperienceJohn GusiffJuly 27, 2017Disney, customer experience, design thinking, experience design, improving customer experience, guest experience, be our guest, Mickey's ten commandments, design principles, walt disney company

Five Reasons to Drive your Omni-channel Strategy via Journey Mapping

Customer Journey Mapping is the ideal platform and approach from which to define and build your overall omni-channel strategy.

Customer Experience, Customer Journey MappingJohn GusiffDecember 2, 2016omni-channel strategy, cx strategy, cx innovation, customer journey mapping, customer touchpoints, current state journey map, ideal state journey map, customer expectations, customer experience, improving customer experience, becoming customer centric, customer centricity