As an agency specializing in customer experience (CX) improvement, you likely have a wealth of customer data at your fingertips – behavioral analytics, survey results, journey maps, and more.

But translating that data into impactful, tangible CX enhancements can be a constant challenge.

The secret weapon you need?

Embed a skilled UX (user experience) designer onto your CX team. By integrating a UX expert, you unlock a powerful set of research, design, and testing capabilities that are essential for driving meaningful CX transformations.

Here’s how a UX designer can supercharge your CX improvement efforts with real-world examples:

Uncover Deeper Customer Insights

When a major retailer wanted to revamp their in-store experience, they turned to a UX designer to conduct ethnographic research. Through contextual interviews and store observations, the UX expert uncovered a surprising customer pain point – shoppers felt overwhelmed by the sheer abundance of product choices.

Armed with this nuanced, human-centered insight, the retailer was able to redesign their store layouts and product displays to create a more curated, relaxing shopping experience. Basket sizes and customer satisfaction soared as a result.

Design Experiences for All Stakeholders

A global investment bank wanted to overhaul their small business banking platform, but their initial CX efforts were falling flat. That’s when they embedded a UX designer onto the project team.

The UX expert didn’t just focus on the end-user (small business owners) – they also mapped out the full ecosystem of stakeholders, including bank tellers, small business advisors, and compliance officers.

By designing an experience that worked seamlessly for all stakeholders, the fintech was able to roll out a transformed platform that delighted customers and internal staff alike, just with a slight change in internal data policies.

Rapidly Iterate Based on User Feedback

When launching a new service, a telecommunications provider wanted to ensure they were meeting customer needs from day one. They partnered with a UX design agency to take an agile, iterative approach.

The UX designers created low-fidelity prototypes and tested them with real customers, quickly gathering feedback to refine the experience.

This rapid iteration process allowed the telecom to launch a polished service that aligned perfectly with customer expectations – and make ongoing enhancements based on continuous user input, with mostly no involvement of engeneers and developers.

Craft Cohesive, Experiences

A major hotel chain struggled to provide a consistent, personalized experience as guests moved between their website, mobile app, and physical properties. Bringing in a UX designer made all the difference.

The UX expert mapped the full customer journey, identifying critical touch-points and pinch-points.

They then designed a unified, omnichannel experience that seamlessly connected digital and physical interactions. The result was a vastly improved CX that boosted customer satisfaction and loyalty

The Power of UX + CX

Integrating a UX designer into your CX team unlocks a powerful combination of skills and mindsets.

With both the analytical rigor of CX and the creative, user-centric focus of UX, you’ll be able to uncover insights, ideate solutions, and deliver CX improvements that truly resonate with your clients’ customers and stakeholders.

Don’t let your wealth of CX data go to waste. Empower your team with a UX designer and watch your CX transformation efforts reach new heights of success