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Finding UX/CX Pain Points

Finding UX/CX Pain Points. Omnichannel = omni pain points Traditional mystery shopping can limit thinking. New ways to reimagine using mystery shopping. Oversimplified: UX : is how you feel about interaction you have with what’s in front of you in the moment you’re using it. Tech

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Finding UX/CX Pain Points

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  1. Finding UX/CX Pain Points

  2. Omnichannel = omni pain points • Traditional mystery shopping can limit thinking. • New ways to reimagine using mystery shopping.

  3. Oversimplified: UX: is how you feel about interaction you have with what’s in front of you in the moment you’re using it. Tech CX: the customer journey, brand touchpoints and environment. People

  4. “Owners” UX (Tech) = Tech, IT, developers, facilities management, engineering, design CX (People) Operations, Marketing, HR

  5. UX (tech) meets CX (people) = pain point Place to train the customer.

  6. Traditional mystery shopping: Did this happen?

  7. Nontraditional uses for mystery shopping: Finding pain points: what happened

  8. Omnichannel & New Tech

  9. Bring more staff (people) who use tech… CX (People)

  10. CX and Tech: make the customer do the work

  11. Or combine people and tech…

  12. Confusion: What’s it Called?

  13. Wayfinding

  14. UX vs Design

  15. Personas

  16. Don’t be afraid to look down the rabbit hole to reimagine mystery shopping.

  17. Elaine Buxton  |  President Confero Inc. | Customer Experience Research, Rewards, Results 535 Keisler Drive #204 | Cary, North Carolina 27518 919.469.5200   www.conferoinc.com ebuxton@conferoinc.com

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