The Office of Experience

HealthEquity is proud to announce Tia Padia, HealthEquity SVP CMO, has been honored with the MarCom Awards Visionary CMO Individual Achievement Award for her work related to our 2024 HealthEquity Immersion Experience. ???? Tia’s win highlights her success in empowering a cross-functional team to showcase how HealthEquity is deepening partnerships, delivering remarkable experiences, and driving member outcomes through innovative technologies and products. ?? Please join us in congratulating Tia on this significant achievement. Read more: https://bit.ly/4i6HCBY

??EPISODE 594:?? How can a single “moment of truth” with your brand exist when customers are unique, their experiences personalized, and the world continually changing? What if the success of your brand depends not on a single moment, but on an unlimited number of moments you might not even be aware of? This episode is brought to you by The Office of Experience, a design-driven, digital-first, vertically integrated and collaborative agency that believes in the power of ideas and the strength of people. Today we’re going to discuss how to design for infinite moments of truth. We’ll dive into how brands can manage the many "moments of truth" that define the customer experience and ultimately drive loyalty and trust. Host Greg Kihlstrom welcomes Stratton Cherouny, Co-Founder and Co-CEO of The Office of Experience.

How to Make Sure Your Next Customer Journey Project Succeeds, Part 5 of 6 We've run dozens of customer journey assignments over the years. When done right, they can be a powerful tool in a customer experience toolset. We've noticed a few common themes time and again that, when taken into consideration upfront, make for a more successful outcome in the end. Below is the fifth in a series of posts I'm making about the topic. Happy reading! Part 5: Don't ignore the service layer.? Focusing solely on the customer's perspective provides an incomplete picture. Equally important is the service layer—the internal processes and resources required to deliver the desired customer experience. Understanding this dimension is critical for successful implementation. Service Maps delve into what it takes for your company to meet customer needs. They expose operational challenges and resource constraints that could hinder your efforts. Without this insight, proposed solutions might be unrealistic or unsustainable. You create a holistic view by examining the customer journey and the service layer. This dual approach ensures that your strategies are both customer-centric and operationally feasible, increasing the likelihood of lasting success. Stay tuned for Part 6! #UX #CX #CustomerJourney #JourneyMaps

I’m continuing to explore the topic of AI and creativity. Found another great piece from IBM titled,“Does AI Help or Hinder Creativity? ‘Nerds’ and Creatives Sound Off”, that offers a pretty balanced mix of opinions. One comment from Todd Cramer, Web Design Lead at IBM, stood out. He said, “Designers shouldn’t worry about gen AI taking their job. They should worry about designers who know how to leverage gen AI to work better.” Would you agree? IBM blog link for the comments section https://lnkd.in/gnD2uC9J

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