NN/g UX Podcast

8. Thinking Beyond Interactions: Omnichannel Experiences and CX (feat. Kim Salazar, Sr. UX Specialist at NN/g)

Mar 5, 2021

29:33

Creator website

Highlights

AI Chapters

Episode notes

I Love the Troll Under the Bridge

02:44

Is There a Business Value Behind CX Transformation?

03:41

How Do We Think About C X?

05:36

Introduction

3min

Understanding Customer Journeys Through Diary Studies

3min

What's the Funniest Project You Did?

2min

The Difference Between U X and CX

3min

The Customer Experience as a Whole

2min

How Do We Think About C X?

6min

Are You Responsible for Creating a More Human Centric Organization?

3min

Is There a Business Value Behind CX Transformation?

4min

I Love the Troll Under the Bridge

3min

10.

The G U X Podcast - Part 2

2min

What does it take to create a great customer experience? As it turns out: a lot more than just a series of great interactions. Kim Salazar, Sr. UX Specialist, shares her expertise on what omnichannel experiences are, why they matter for CX, and how having a mature CX means fundamentally changing how we view and handle UX work.

Resources cited in this episode

Ep. 1 - What is UX, anyway? (feat. Dr. Jakob Nielsen, the usability guru) (our inaugural podcast episode)
Operationalizing CX: Organizational Strategies for Delivering Superior Omnichannel Experiences (142-page report)
CX Transformation (full-day course)
Journey Mapping to Understand Customer Needs (full-day course)
Kim's Articles & Videos (NN/g bio)

Other related articles & videos

What is Omnichannel UX? (2-min video)
User Experience vs. Customer Experience: What’s The Difference? (free article + 4 min video)
Good Customer Experience Demands Organizational Fluidity (free article)

Remember Everything You Learn from Podcasts

Save insights instantly, chat with episodes, and build lasting knowledge - all powered by AI.