Tag Archives: customer experience

Learner Experience (LX): A Virtuous Circle

Posted on January 7, 2011 by Doc

Don’t be surprised by any uncertainty or cognitive dissonance in reading the title of this blog entry. I do not expect that invoking this phrase should cause immediate recognition of some existing discipline or perspective. Although “learner experience” as a … Continue reading →

Posted in content management, customer experience, emerging educational technology, instructional design, learner experience, social change, user experience | Tagged , , , , , , | 16 Comments

Customer Experience Management: The Second Wave

Posted on August 16, 2010 by Doc

Customer Experience Management is often seen as a marketing discipline emerging from the traditional customer service and customer relationship management niches to meet evolving needs that precede customer service and extend beyond the transactional focus of CRM. What is missing … Continue reading →

Posted in conducting research online, customer experience management, human factors in information systems design, innovation, management of information systems and technology, social media, social networking, strategic management of technology innovation | Tagged , , , , , , , , , , | 6 Comments

A mental model of the customer, user, and learner experience

Posted on March 1, 2010 by Doc

Digging Beyond User Preferences (Mental Models) In my research, writing, and consulting work over the past decade, I have focused on a single concept (satisfaction) and what it means to people in the roles of customers, users, and learners. I … Continue reading →

Posted in conducting research online, customer experience management, human factors in information systems design, information architecture, instructional design, knowledge management, learner experience, online learning and teaching, strategic management of technology innovation | Tagged , , , , , , , , | 10 Comments