CX Insights

The Top 5 CX Articles of February 2019

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February’s 28 days always seems to fly by. As we launch into the last month of the Winter and prepare for Spring’s new beginnings, we’ve curated a list of some of our favorite articles from February.

This eclectic list covers everything from AI in the operating room to the “unicorn blood” of Facebook. Enjoy!

1. Improving UX: The Case for Better Writer-Designer Collaboration
February 26, 2019 | Chris Cooper (@elcoopacabra) | FluidUI

Cooper explores the newly minted role of the ‘UX Copywriter’. The goal of the relationship between UX designer and copywriter is to match the expectations of the user with the actual outcomes of their actions. He expertly explains topics including:

    • Manipulative copywriting versus persuasion
    • Why context creates good user experiences
  • The strength of checks and balances between copywriter and designer:  writing leads, copy enhances

Worth a look for those involved in web design, website copy, marketing, design, UX and CX.

2. Why Is Customer Service So Bad? Because It’s Profitable.
February 28, 2019 | Anthony Dukes and Yi Zhu @HarvardBiz | Harvard Business Review

HBR poses that, “American consumers spend, on average, 13 hours per year in calling queue.” 13 hours!? Woof.

There’s no hiding that the general perception of customer service in general is, well, bad. It also comes as no surprise that the world’s largest companies – internet, airlines, cable, and telephone service providers are among the worst perpetrators of bad customer service.

As smaller companies deliver top-of-the-line customer service, customer expectations are rising. These niche and customer-centric businesses increase revenue through improved customer service and genuine customer care. In-turn, companies are competing on the basis of customer experience. An engaging read on a topic that we’ll be keeping a close eye on throughout 2019.

3. How You Can Improve Patient Experience with UX Design Principles? How do we learn to work with intelligent machines?
February 27, 2019 | Sharan Grandigae(@CIOL) | CIOL

I couldn’t help but post two different articles for this topic.

Article 1 discusses the importance of technology and design in hospitals and doctor’s offices. Digital records empower patients to access their own medical records, and apps and kiosk streamline the check-in process, reducing long wait times. Grandigae covers how UX Design Principles can make managing our health easier and more effective.  

Article 2, (which is really a TED Talk), features Matt Beane, Research Affiliate with MIT’s Institute for the Digital Economy, discussing the impact of AI on learning at work.

McKinsey estimates that a half billion to one billion of us will have to adapt to AI in our daily work by 2030. AI has swiftly made its way into the medical sphere, replacing direct learning environments (medical student observing and helping senior surgeons during surgery) with less integrative AI learning tools (student watches robot perform surgery, takes notes).

Learning on the job is getting harder. We all know that the best way to improve our skills is to learn by doing. Medical students are taking risks to reintroduce struggle and challenge into their learning environments. Beane talks about how to tackle this challenge so that doctors, as well as soldiers, writers, and all types of experts can work together with AI.

4. A comprehensive (and honest) list of UX clichés
February 25, 2019 | Fabricio Teixeira (@fabriociot) | FastCompany

‘Honest’ is the keyword for this article. Clichés are clichés for a reason. Although annoying, we still hear them used regularly as axioms of their field. However, they’re also almost always cop-outs to addressing the real issues at stake. We love the list Teixeria compiled.  His funny quips on the true meaning of common clichés are all too relatable. Lots to learn – and reflect on – here, for anyone involved in CX and UX design.

5. Facebook: Where Friendships Go to Never Quite Die
February 4, 2019 | Julia Beck (@julieebeck) | The Atlantic

Many of our peers have been critical of Facebook since its inception. As the social-media giant faces allegations of privacy-fraud, more and more of us are re-examining our relationship with the platform.

The Atlantic delivers an investigation of  “the vestigial friendship”, those “weak ties” and “acquaintances” you’re friends with on Facebook but not in real-life; the “unicorn-blood” of the platform.

We’ve been arguing about the validity and usefulness of seeing pictures of babies we’ll never meet and learning about the budding music career of that person you sat next to in High School algebra, but the Atlantic brings the argument to light with new data and insights from various folks who have interesting takes on the issue. An idiosyncratic look at the colossal social media giant.

Let us know if we missed an article you loved this February via Twitter or the comments below. Happy March!

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