Monday, September 19, 2022


Eventually, UX will have a clear position in every organization and UX conversation is strategic to impact business long term competency.

Hyper-connectivity enhances innovation and people-centricity. Customization is a transcendent digital trait and the core of the corporate strategy in today’s digital organizations. The user experience conversation needs to focus on communicating the importance of a people-centric business strategy, from a vision statement that includes the benefit for the customer and mapping UX initiatives outcomes back to vision, in order to run a customer-centric company.

User Experience is the conjunction point of ideas, purpose and human understanding via anthropological lens: User Experience is how you feel about the whole process of being a customer, recognizing underlying needs and wants of customers. Customer Journey is a representation of the touch points a customer engages with a corporate brand. It is the sum of all thoughts, attitudes, experiences, feelings, reactions, etc, anthropologically.

Historically, the human imagination has proved itself appropriate for the task of providing sustainable solutions to what we use, for what purpose, and how we go about obtaining what we require. After understanding customer needs; you need to show design-driven empathy to come up with personalized solutions to fit their needs and improve customer satisfaction.

User Experience is not just a single business or technical initiative, it is an integral element of a holistica digital strategy:
In building a customer-centric organization, UX strategy shouldn’t sit in its own little box, but really needs to connect into a holistic business strategy and become the interface for how an organization thinks, breathes and acts.If the organization doesn’t have a good integration of the UX strategy with the business strategy, it means there wasn't a clear vision, and people weren't asking all of the right questions early in the process for facilitating strategic communication.

Design thinking has a significant impact on advancing human society. UX conversations are strategic, talk about the things that people care about - people, processes, the ways of thinking that lead to bettering ourselves and our world. Talk about how design thinking changes everything, in shaping people-centric organizations and societies.

The focus on what the User Experience should look like and how to create user-oriented content:
From top down, UX design and management need top leadership sponsorship, frontline staff and customer feedback. It is truly great that a UX professional is the one who has the ability to integrate with and fully support the desired customer experience, whether the business can articulate that or not. UX/CX is at the frontline to bridge industrial productivity with digital delight empathetically, to connect customer touch points, and bring outside-in business view, in order to run a customer-centric business.

Are we at the intersection point of the knowledge and creativity economy, with variety of complexity, immersive personalization, or multicultural cognition? Eventually, UX will have a clear position in every organization and UX conversation is strategic for impacting long-term business competency. No one will question its existence; UX will be a natural part of strategy in customer-centric organizations, and continuous efforts to engage employees, delight customers, and improve organizational maturity.


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