Bruce led the Qualtrics’ XM Institute for 5 years, spent over a decade as a VP and Principal Analyst at Forrester and co-founded the Customer Experience Professionals Association (CXPA).
What is Human Experience (HX) and Why Should You Care?
Human Experience is the complete experience a person has with a brand or service both digitally and physically. It represents the collective experiences that a person feels when dealing with any organisation, be that as a customer, an employee, a patient or a citizen. Human Experience is driven by human centricity, the idea that people […]
Measuring the Hidden Drivers of Customer Journeys with AI: Key Takeaways for CX Pros
If you’re not already familiar with an electrocardiogram or ECG, they’re small adhesive-backed electrodes placed on your chest to record the electrical activity in your heart and identify the root cause of any issues. It’s a standard test used to detect heart problems by producing information on the heart’s activity as visible wavy lines called […]
HX Roundup June 2019 — The Latest in CX, EX and Human Experience
Welcome to the first edition of our HX Roundup where we’ll be delivering you the cream of the past month or so in experience-related articles and reports from across the globe. From big brands to small independents you’ll find a curated list of human experience content right here (or sign up to have it delivered […]