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1) Embrace guerilla usability testing. The truth is that with guerilla usability testing, it can be done quickly and with minimal costs. By firing events on every action, you can get metrics that track Call-to-Action buttons and compare their performance to find out which one can be optimized. Nadav Poraz, Founder, WhoSampled.
You do CX a disservice if you focus only on metrics like NPS. You could use quick-and-dirty guerilla research methods (e.g., There are many methods to help with prioritization, such as the PIE framework or ICE score, which we’ve written about previously. Align team goals and metrics with CX behaviors and outcomes.
It also provides a complete framework for innovation project management, as well as a compare and contrast of the most commonly used frameworks (useful for those in framework selection mode.) Gregg instructs ways to blend frameworks and use the best tools within frameworks such as Lean, Agile, CPS, or Design Thinking.
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