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Home / Sessions / A Union of Xs – Uniting User Experience and Customer Experience

A Union of Xs – Uniting User Experience and Customer Experience

2019 IA Conference /

Time(s)

March 17, 2019
1:15 PM to 2:00 PM CT

Description

We know a user experience focus improves sites, systems, services, products, places, and processes. However, when the UX is divorced from the overall CX (customer experience) even a great UX can lose its strength, its impact, its voice, its power, its income-generating potential, and even its self-worth. UXs and CXs are sometimes so disparate that the CX isolates the UX from its intended users.

It can be challenging to bring about a functional union between these Xs. It can seem downright impossible when these Xs are separated and siloed. How do we bring these often distant, sometimes warring Xs to the same table, focused on the same goals?

In this presentation, we will turn a user experience research lens on overall CX (customer experience) and learn to create a union between these Xs. By navigating the separations, opening paths between silos, negotiating cross-functional responsibilities and identifying shared goals, we can reduce the dysfunction and move beyond creating great user experiences, to delivering great customer experiences.

About the speakers

Alesha Arp, woman of European descent wearing blue top, half-rimmed glasses, and smiling, Chin-length hair
Alesha Arp

Alesha Arp is a senior UX research leader, and catalyst of human-centered change. She’s turned a research lens on organizations, cross-functional teams, processes, digital & physical places and products to create human-centered, desirable, usable, impactful experiences. She is a speaker, writer, and mentor in this community of people and practice. She’s been dubbed a “polar bear wrangler” for her work with the information architecture conference, and “insights wolf” for her ability to hunt and nurture the insights that lead to impactful change for organizations and teams.

Sponsor IAC

We’re looking for organizations who share our commitment to building and sustaining programs that drive a more inclusive industry. Learn more on the Sponsor IAC23 page or contact us directly at info@theiaconference.com for more information.

Thanks to this year’s sponsors!

Logo for sponsor Optimal Workshop
Platinum sponsor
Optimal Workshop
Logo for sponsor Factor Firm
Gold sponsor
Factor Firm
Logo for sponsor Last Call Media
Silver sponsor
Last Call Media
Logo for sponsor Design for Context
Scholarship sponsor
Design for Context

Logo for sponsor A Book Apart
In-Kind sponsor
A Book Apart
Logo for sponsor Balsamiq
In-Kind sponsor
Balsamiq
Logo for sponsor MURAL
In-Kind sponsor
MURAL
Logo for sponsor Rosenfeld Media
In-Kind sponsor
Rosenfeld Media
Logo for sponsor UX Camp DC
Community sponsor
UX Camp DC
Logo for sponsor World IA Day
Community sponsor
World IA Day

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