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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

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• Ep. 1 - What is UX, anyway? (feat. Dr. Jakob Nielsen, the usability guru) (our inaugural podcast episode)
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• Operationalizing CX: Organizational Strategies for Delivering Superior Omnichannel Experiences (142-page report)
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• CX Transformation (full-day course)
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• Journey Mapping to Understand Customer Needs (full-day course)
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• Kim's Articles & Videos (NN/g bio)
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Other related articles & videos

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• What is Omnichannel UX? (2-min video)
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• User Experience vs. Customer Experience: What\u2019s The Difference? (free article + 4 min video)
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• Good Customer Experience Demands Organizational Fluidity (free article)
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