user experience
Easy Is in the Eye of the User
Shep Hyken | November 30, 2023
By Shep Hyken I recently bought a software solution. The advertising said, “Easy to install and easy to use.” It was half right. I had no problem installing the software. However, using it was a different story. The good news is that when I reached out to technical support, I had a response within minutes. Despite the quick service, after I followed the instructions, the software still wasn’t working, and the entire process was confusing. I emailed the support rep to tell him it wasn’t as easy as he thought it would be, and he responded by saying, “It should be easy.” There was a difference between him and me. This ...
Despite Ubiquity, Travel Apps and Websites Deliver Substandard User Experience, J.D. Power Finds
J.D. Power | October 17, 2023
TROY, Mich.: 17 Oct. 2023 — Travel apps and websites are heavily relied-upon digital tools used by travelers, containing everything from the QR codes used to board the plane to rental car location and digital hotel keys. Despite this critical role, according to the J.D. Power 2023 U.S. Travel App Satisfaction StudySM and the J.D. Power 2023 U.S. Travel Website Satisfaction Study,SM released today, travel industry apps and websites lag behind their counterparts in other industries1 where J.D. Power measures the digital user experience. The studies, which have been redesigned since J.D. Power’s last evaluation of travel industry apps...
We All Know What CX Means, But What about EX, WX, DX, UX and More?
Shep Hyken | August 10, 2023
By Shep Hyken CX is the abbreviation for customer experience. Somehow, someone decided X is a better abbreviation for experience than E is. Regardless, I’ve started seeing the X being used in other ways. For example, there is UX, or user experience, which is the experience the customer has with your products and services. Here are some others that you may have heard of: • EX is to employees as CX is to customers. The employee experience is an important experience to manage. What’s happening on the inside is felt by customers on the outside. • WX stands for web experience. What experience do your customers have wit...
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Technology
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Operations
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Industry Happenings
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