lmanetti

31 Jul, 17

User Experience: The Key to Successful CRM Adoption

A few days ago, I was reading an interesting article on Software Advice. It caught my attention because it offered some very focused and concrete guidelines for choosing and successfully adopting a Customer Relationship Management (CRM) tool. But even more interesting was how much of the advice actually centered around users and user experience. Choosing […]
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The importance of a highly engaged workforce

Engaged employees are highly committed to their work, their team, and their organization. They care about serving the needs of customers and users. They work in harmony together to solve challenging problems. They feel invested in their company’s success. In contrast, employees who are not engaged behave as though they’re just doing time. They make the minimum […]
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Prediction: the future of interaction

Predictability is the essence of a sustainable business model. In a digital world, with millions of users across the globe, prediction definitely has the power to drive the future of interaction. Feeding a historical dataset into a system that uses machine-learning algorithms to predict outcomes makes prediction possible. _Alipta Ballav, UX Researcher at Harman Connected […]
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Emerasoft: another Success Story about Newired

Summary: Emerasoft is a fast-growing player in the Italian IT marketplace. Before signing up as distributor of Newired, Emerasoft introduced it as support tool to train each employee in the activity reporting system, where they track their day by day tasks. This system is based on a popular ALM platform. The outcome was a reduction […]
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Empathy: a means, not an end

“Empathy is going to be the critical component in a design evolution that leads to a world where everyone designs — and our roles as design practitioners become more of facilitation than problem solving. Certainly we’re not there yet — our ‘users’ and ‘clients’ still need us to help design better experiences for others because […]
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Customer Experience meets User Experience

“The challenge is that Customer Experience programs are often data rich, but information poor. User Experience can help Customer Experience interpret that data and design an experience that ultimately solves the problems their data identified.” _Corinne Wayshak, Chief Experience Officer
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Support & Success

“Support and success are not opposites on a spectrum, but separate interests that are both important. Each waxes and wanes. When success and support are both robust, they can work hand-in-hand: support comes from good functionality and experiences for people and deep understanding for their aims. This strongly connected support, in turn, assures success.” _ […]
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