Customer Experience Design Labs

Humanizing Language Lab

Equip leaders to be intentional in using “humanized” language to improve customer connection.

About This Tool

When companies are on a journey toward improving customer experience and deepening customer loyalty, they often recognize that their communication approach is not optimized for those goals. If the language you are using with customers -- and internally with your own team members -- is too transactional, overly reliant on jargon, or lacking in transparency, there is an opportunity to translate that into language that is more "TrulyHuman."

Outcomes

• Learn how to identify and document non-humanized language
• Apply a technique for prioritizing and evaluating the language that most needs work
• Master the art and science of applying a “TrulyHuman” translation

Modality

Intended Audience: Leaders who have a responsibility for an organization’s customer service effectiveness. (Customer Service Managers, HR, Marketing, Sales)
Duration: Available as a 2 or 4-hour workshop

Deconstruction Lab

Analyze your current experience more deeply by breaking it down into its component parts in order to better reveal possibilities for something new and better.

About This Tool

One of the major challenges of improving customer experiences is moving past your own default assumptions in order to truly see what really needs to be fixed. Deconstructing an experience can be useful because it allows you to break down the experience into its individual components, which can then be analyzed and understood more thoroughly. By examining each aspect of the experience, you can gain insight into what worked well, what didn't work, and why certain emotions were evoked. This understanding can help you to improve future experiences by identifying and addressing areas that need improvement.

Additionally, deconstructing an experience can also help to identify patterns or themes that may be relevant to other experiences or areas of your life. Overall, deconstructing an experience allows for a deeper and more holistic understanding of it.

Outcomes

• View current experiences through new eyes/lenses
• Recognize aspects of the experience that need work
• Identify aspects of the experience that should be reduced, removed, added or amplified
• Understand the root causes of customer experience challenges
• Activate greater empathy of customers and employees who engage in that experience

Modality

Intended Audience: Leaders who have any responsibility for an organization’s Customer or Employee Experience (CX or EX), 15-25 participants
Duration: Half-day or full-day in-person experience

Customer Experience Design Lab

Apply the lenses of behavioral science, persuasive design, and gamification to engage your leaders in a guided co-creation process to solve customer experience challenges.

About This Tool

Most businesses struggle with some form of customer engagement challenges, sometimes across the customer entire base, and sometimes only within specific segments. But coming up with new approaches for solving customer experience issues can be difficult. It is only human to tend to default to the status quo, and to try to solve current challenges using the same approaches that ultimately led to those problems occurring. In order to truly have a breakthrough, you need to look at the problem through new lenses that will help you see what you can’t see today.

Outcomes

• Apply a new perspective to your current customer experience
• Achieve a stronger empathetic understanding of your customers
• Learn behavioral-science-based insights into why a business might be struggling with customer engagement and loyalty
• Develop 3-5 new innovative customer experience solution concepts that can be rapidly prototyped and piloted
• Collaborate with a team of diverse leaders from across your organization who can become advocates for your new customer experience concepts and goals

Modality

Intended Audience: Leaders who have any responsibility for an organization’s customer experience or loyalty strategy, 15-25 participants
Duration: Two consecutive half-day in-person sessions