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Customer Experience

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How Agentic AI is Reshaping Customer Experience: From Response Time to Personalization

  • Agentic AI, AI Automation, AI Ethics, AI Personalization, Artificial Intelligence, Customer Experience, Human-AI Collaboration, Machine Learning, Responsible AI

What if AI could not only speed up customer service but truly understand and personalize every interaction, all while respecting ethics and human connection? Discover how agentic AI is reshaping the future of customer experience beyond automation.

Article by Alla Slesarenko
IDEAS IN BRIEF
How Agentic AI is Reshaping Customer Experience: From Response Time to Personalization
  • The article explores how agentic AI is transforming customer experience by enabling faster, smarter, and highly personalized interactions.
  • It highlights the shift from reactive customer service to proactive, autonomous AI-driven systems that improve operational efficiency and customer satisfaction.
  • The piece emphasizes the importance of ethical AI use, including transparency, data privacy, and maintaining human-AI collaboration in service.
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6 min read

The Power of Thoughtful Notifications in Apps: Less is More!

  • Accessibility, Behavioral Science, Customer Experience, Design, Empathy, Mobile Applications, Mobile Technology, Technology, Usability, UX Magazine

The evolution of notification strategies in digital apps.

Article by Pourav Raj
IDEAS IN BRIEF
The Power of Thoughtful Notifications in Apps: Less is More!
  • The article explores the evolution of notification strategies in digital apps, focusing on industry leaders like Meta (formerly Facebook) and their shift toward sending fewer, more relevant notifications.
  • The author underlines the significance of striking a balance in notification design and creating personalized, user-centric app experiences.
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2 min read
The Power of Thoughtful Notifications in Apps: Less is More!

7 Steps to Better Customer Experience (CX)

  • Customer Experience, Emotion, Marketing and Brand, Strategy, The Business of UX
Article by Sara Fortier
IDEAS IN BRIEF
7 Steps to Better Customer Experience (CX)
  • The article emphasizes the significance of exceptional customer experience and its impact on business success, outlining seven crucial steps to improve customer experience, from understanding the customer journey to refining and iterating the process.
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7 min read

Manufacturing “Aha Moments” For Your Users

  • Consumer products, Customer Experience, Design, Product design, Things UX People Like, UX Education

If you’re a fan of cartoons, you’ve probably seen that moment when the main character has a great idea, and a lightbulb turns on in their brain. Or maybe a genius plan falls into place. Well, “aha moments” aren’t just for cartoon characters. Businesses need them too.

Article by Adam Fard
IDEAS IN BRIEF
Manufacturing “Aha Moments” For Your Users
  • An “aha moment” is the moment your users realize the value your product provides. The author suggests that finding the “aha moment” for your product starts with user interviews and usability testing to understand your users’ habits, priorities, and wants.
  • According to the author, to facilitate the “aha moment” for your users, you should focus on:
    • Onboarding;
    • Personalization;
    • Removing barriers or bottlenecks in the user experience.
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7 min read

Autonomy, Relatedness, and Competence in UX Design

  • Behavioral Science, Conversational Design, Customer Experience, Design, Design Theory, Human factors, Product design

Addressing these 3 fundamental psychological needs in our products increases user motivation and well-being. Users will be more engaged and more likely to use our designs.

Article by Tanner Kohler
IDEAS IN BRIEF
Autonomy, Relatedness, and Competence in UX Design
  • The self-determination theory explains how three basic psychological needs — autonomy, relatedness, and competence — drive human motivation:
    • Autonomy: Users value products they can customize to their needs and preferences.
    • Relatedness: Products that relate to users’ needs and perspectives strengthen relationships and increase satisfaction.
    • Competence: Clear and compelling design helps users become competent using the system, leading to positive outcomes.
  • When it’s challenging to accommodate autonomy, relatedness, and competence in a single design, testing with potential users can help determine which need is the most important.
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11 min read

The Power of Localization in User Experience

  • Consumer products, Contextual User Studies, Customer Experience, Global Products and Localization, User Adoption, UX Education

How adapting our products to different locations led to better business results and happier users.

Article by Rotem Maor
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The Power of Localization in User Experience
  • In the article, the author describes how Wix, with over 238 million users, focuses on providing a localized experience for their non-English-speaking users.
  • Good localization builds trust with users, which benefits the business in the long run. The article demonstrates how Wix adapts to Japanese, French, Brazilian, and other cultures.
  • The author gives advice on how to promote localization in your own company:
    • Raise awareness of its importance and value.
    • Consider factors such as language, cultural sensitivity, currency, date formats, gender, and local etiquette.
    • Attribute resources to localization and involve them in the design process early on.
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5 min read
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