Customer Experience (CX) is vital for businesses in the 21st century, but do we know what we mean when we say CX? In this episode, Dr Dani and Designer Peter explore CX.

In this episode, you will
• understand what CX is and what it is not
• learn why CX is a vital aspect of business success
• discover how to design and operationalize a winning CX

Experience — a term that's become ubiquitous in business, but do we really know what we mean when we say Customer Experience, Employee Experience, Patient Experience, and the like? In this episode, Dr Dani and Designer Peter explore the anatomy of an experience.

In this episode, you will:
• learn what is meant by experience
• understand the macro and micro-moments that shape an experience
• discover practice insights on designing an experience

Emotions are central to the human experience, influencing every aspect of our personal, professional, and social lives. They are complex and multifaceted, shaping how we perceive and interact with the world. Research suggests that up to 95% of our decisions are driven by emotions, underscoring their powerful impact on our choices.

In this episode, you will:
• understand the definition of emotions
• discover the role of emotions in designing solutions
• learn about frameworks and tools to explore and navigate emotions