Trends from 2020 transformed into insights for 2021
2020 was a turbulent year by all standards. We were taken by surprise and forced to live and work in ways we could never anticipate. There was a global pandemic, economic turmoil, natural disasters, and as a result, life as we know it is changed forever.
But we must push forward.
We must do it together.
We must take what we've learned and make things better.
CX will be a strong differentiator in the post-pandemic world.
Almost every CEO report available lists Customer Experience as one of the top priorities, and it's even more important to the customers themselves.
Product teams in companies of all shapes and sizes are aware, but to this point, it’s been mostly lip service. As soon as the delivery of a new feature falls behind, or a bug is discovered, or someone’s pet project comes out of nowhere, customer experience initiatives are the first to go.
In 2021 it’s going to be the responsibility of product and design to make sure CX initiatives remain a top priority. Here is some advice that can help prepare you to fight the good fight.
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CLOSING THE DESIGN/DEV GAP
The gap is closing and the teams that figure it out will win big.
So many companies are still struggling to bridge the gap between their design and development teams. The gap is almost always a communication gap, and it's fixable.
A communication gap that can take on many different forms. Language, process, tools, or in many cases just a missed opportunity to sit down and talk things through. When a healthy relationship does exist between these two teams, the reward is substantial.
It may seem like two different worlds, but it’s not. It’s one, and it can be done. Here’s some practical advice to help you bridge the gap.
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Take care of your people and they will take care of your customers.
Companies have started putting their people first. It starts with attracting the right people and then putting them in a position to succeed. Build a culture where they can grow, and the impact of their work is tangible and recognized. Today's product designers end up being both craftsmen of the design trade and experts in how your business works.
They end up being one of the most valuable keepers of institutional knowledge, and they are in high-demand. Keeping them is critical to surviving and thriving in the age of experience. Here are some thoughts on how to do it.