Kim Salazar's guest appearances

Kim Salazar

Awkward Silences 

NN/g UX Podcast 

Sarah Doody

Maria Rosala

Kate Moran

Andy Budd

Erika Hall

Yuval Keshtcher

Susan Rice

Laura Powell

John Cutler

Kate Towsey

Jakob Nielsen

Dave Chen

Danielle Smith

Jon MacDonald

Hannah Shamji

OwlTail

If you ask experienced UX practitioners how to stay user-centric, you’ll inevitably hear something about the importance of customer journeys. However, as teams become more mature in their UX practices, the number of journeys being tracked and analyzed has been growing, sometimes faster than teams can manage, leading to scattered and uncoordinated redesign efforts. In this episode, we hear some tips about customer journey management from Kim Salazar of NN/g and Jochem van der Veer of TheyDo, a customer journey management platform.  Learn more about the episode guests:  Kim Salazar, Senior UX Specialist at NN/g  Jochem van der Veer, Co-Founder &amp; CEO, TheyDo / TheyDo.com   Related NN/g courses &amp; reports:  Customer-Journey Management (full-day / 2 half-days course)  Operationalizing CX: Organizational Strategies for Delivering Superior Omnichannel Experiences (142-page report)   Related NN/g articles &amp; videos:  The Practice of Customer-Journey Mangement (free article)  What is Journey Management? (3 min video)  

If you ask experienced UX practitioners how to stay user-centric, you’ll inevitably hear something about the importance of customer journeys. However, as teams become more mature in their UX practices, the number of journeys being tracked and analyzed has been growing, sometimes faster than teams can manage, leading to scattered and uncoordinated redesign efforts. In this episode, we hear some tips about customer journey management from Kim Salazar of NN/g and Jochem van der Veer of TheyDo, a customer journey management platform. Learn more about the episode guests: <ul> <li><a href="https://www.nngroup.com/people/kim-salazar/" rel="nofollow" target="_blank">Kim Salazar, Senior UX Specialist at NN/g</a> </li> <li><a href="https://www.linkedin.com/in/jochemvanderveer" rel="nofollow" target="_blank">Jochem van der Veer, Co-Founder &amp; CEO, TheyDo</a> / <a href="https://theydo.com/" rel="nofollow" target="_blank">TheyDo.com</a> </li> </ul> Related NN/g courses &amp; reports: <ul> <li><a href="https://www.nngroup.com/courses/customer-journey-management/" rel="nofollow" target="_blank">Customer-Journey Management</a> (full-day / 2 half-days course) </li> <li><a href="https://www.nngroup.com/reports/operationalizing-cx/" rel="nofollow" target="_blank">Operationalizing CX: Organizational Strategies for Delivering Superior Omnichannel Experiences</a> (142-page report) </li> </ul> Related NN/g articles &amp; videos: <ul> <li><a href="https://www.nngroup.com/articles/customer-journey-management/" rel="nofollow" target="_blank">The Practice of Customer-Journey Mangement</a> (free article) </li> <li><a href="https://www.nngroup.com/videos/what-is-journey-management/" rel="nofollow" target="_blank">What is Journey Management?</a> (3 min video) </li> </ul>

27. Customer Journey Management (feat. Kim Salazar, Sr. UX Specialist at NN/g and Jochem van der Veer, CEO/Co-Founder of TheyDo)

Is your company truly customer-centric? Are your systems actually helping you create better experiences for your customers? Last week, Kim Salazar, Senior User Experience Specialist at Nielsen Norman Group, joined us for a live podcast episode to share valuable insights from her own work with teams trying to create truly customer-centric companies through CX transformation. She highlighted the importance of drawing from multiple sources of data and communicating the business benefits of CX work.--- Send in a voice message: https://podcasters.spotify.com/pod/show/awkwardsilences/message

Is your company truly customer-centric? Are your systems actually helping you create better experiences for your customers? Last week, <a href="https://www.linkedin.com/in/kimsalazarux/" rel="nofollow" target="_blank">Kim Salazar</a>, Senior User Experience Specialist at Nielsen Norman Group, joined us for a live podcast episode to share valuable insights from her own work with teams trying to create truly customer-centric companies through CX transformation. She highlighted the importance of drawing from multiple sources of data and communicating the business benefits of CX work.--- Send in a voice message: <a href="https://podcasters.spotify.com/pod/show/awkwardsilences/message" rel="nofollow" target="_blank">https://podcasters.spotify.com/pod/show/awkwardsilences/message</a>

#61 - The Role of Research in CX Transformation with Kim Salazar of Nielsen Norman Group

What does it take to create a great customer experience? As it turns out: a lot more than just a series of great interactions. Kim Salazar, Sr. UX Specialist, shares her expertise on what omnichannel experiences are, why they matter for CX, and how having a mature CX means fundamentally changing how we view and handle UX work. Resources cited in this episode  Ep. 1 - What is UX, anyway? (feat. Dr. Jakob Nielsen, the usability guru) (our inaugural podcast episode) Operationalizing CX: Organizational Strategies for Delivering Superior Omnichannel Experiences (142-page report) CX Transformation (full-day course) Journey Mapping to Understand Customer Needs (full-day course) Kim's Articles &amp; Videos (NN/g bio)  Other related articles &amp; videos  What is Omnichannel UX? (2-min video) User Experience vs. Customer Experience: What’s The Difference? (free article + 4 min video) Good Customer Experience Demands Organizational Fluidity (free article)

What does it take to create a great customer experience? As it turns out: a lot more than just a series of great interactions. Kim Salazar, Sr. UX Specialist, shares her expertise on what omnichannel experiences are, why they matter for CX, and how having a mature CX means fundamentally changing how we view and handle UX work. Resources cited in this episode <ul> <li><a href="https://anchor.fm/nngroup/episodes/1--What-is-UX--anyway--feat--Dr--Jakob-Nielsen--the-usability-guru-ehv2bq" rel="nofollow" target="_blank">Ep. 1 - What is UX, anyway? (feat. Dr. Jakob Nielsen, the usability guru)</a> (our inaugural podcast episode)</li> <li><a href="https://www.nngroup.com/reports/operationalizing-cx/" rel="nofollow" target="_blank">Operationalizing CX: Organizational Strategies for Delivering Superior Omnichannel Experiences</a> (142-page report)</li> <li><a href="https://www.nngroup.com/courses/cx-transformation/" rel="nofollow" target="_blank">CX Transformation</a> (full-day course)</li> <li><a href="https://www.nngroup.com/courses/journey-mapping/" rel="nofollow" target="_blank">Journey Mapping to Understand Customer Needs</a> (full-day course)</li> <li><a href="https://www.nngroup.com/people/kim-salazar/" rel="nofollow" target="_blank">Kim's Articles &amp; Videos</a> (NN/g bio)</li> </ul> Other related articles &amp; videos <ul> <li><a href="https://www.nngroup.com/videos/omnichannel-ux/" rel="nofollow" target="_blank">What is Omnichannel UX?</a> (2-min video)</li> <li><a href="https://www.nngroup.com/articles/ux-vs-cx/" rel="nofollow" target="_blank">User Experience vs. Customer Experience: What’s The Difference? </a>(free article + 4 min video)</li> <li><a href="https://www.nngroup.com/articles/cx-organizational-fluidity/" rel="nofollow" target="_blank">Good Customer Experience Demands Organizational Fluidity</a> (free article)</li></ul>