How do you keep up with the latest trends and best practices in customer interaction design and delivery?

Customer interaction design and delivery is a dynamic and evolving field that requires constant learning and adaptation. How do you keep up with the latest trends and best practices to create engaging and satisfying experiences for your customers? In this article, we will share some tips and resources that can help you stay on top of the game and improve your customer interaction skills.

1 Follow the experts

One of the best ways to learn from the best is to follow the experts who are leading the way in customer interaction design and delivery. You can subscribe to their blogs, podcasts, newsletters, or social media accounts and get insights, tips, and case studies from their work. Some examples of experts you can follow are Don Norman, Sarah Richards, Gerry McGovern, and Kerry Bodine.

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Raghav R.

Ex-Founder | A Millenial by Birth & Gen Z by Profession | Storyteller | Author- "Startup your career"- Amazon #2k rank | 2nd book in progress | Sattwic Guna..
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"Ignoring new trends in customer interaction design is like using a map from the last century." Stay current: 1. Subscribe to industry newsletters: Get updates from leading design and UX publications. 2. Attend workshops and webinars: Engage with experts and learn new techniques. 3. Follow thought leaders: Connect with influencers on social media for insights and foresight. 4. Join design communities: Participate in forums and groups where professionals share experiences and tools. 5. Regularly experiment: Apply new ideas in small-scale tests to evaluate their impact before full implementation. Keeping up-to-date ensures your customer interactions are not only relevant but revolutionary.

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Layton Cox

Competitive Intelligence & Strategy | Co-Building Value-Creating Strategy Using Proprietary Research Methods
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Learn from experts in customer interaction design and delivery: Don Norman ("The Design of Everyday Things"), Sarah Richards (content design), Gerry McGovern ("Top Tasks"), Kerry Bodine ("Outside In"), Jakob Nielsen (usability), Nir Eyal ("Hooked"), Meena Kothandaraman and Zarla Ludin (twig+fish), Jared Spool (UX), Whitney Hess (user-centered design), Kate Towsey (customer experience), Steve Krug ("Don't Make Me Think"), and Dan Ariely (behavioral economics).

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2 Join the communities

Another way to keep up with the latest trends and best practices is to join the communities of customer interaction professionals and enthusiasts. You can participate in online forums, groups, chats, or events and exchange ideas, feedback, and advice with your peers. You can also network, collaborate, and learn from others who share your passion and challenges. Some examples of communities you can join are UX Mastery, Customer Experience Professionals Association, and Interaction Design Foundation.

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3 Read the books

If you prefer to dive deeper into the theory and practice of customer interaction design and delivery, you can read the books that cover the essential topics and methods. You can learn from the authors who have written the classics or the latest bestsellers in the field and apply their knowledge and wisdom to your own projects. Some examples of books you can read are The Design of Everyday Things, Content Design, The Elements of User Experience, and Outside In.

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4 Take the courses

If you want to update or upgrade your skills and knowledge in customer interaction design and delivery, you can take the courses that suit your needs and goals. You can choose from online or offline, free or paid, self-paced or instructor-led, and certificate or degree options. You can also find courses that focus on specific aspects or tools of customer interaction design and delivery, such as customer journey mapping, user research, prototyping, or testing. Some examples of courses you can take are Customer Experience Design Essentials, Content Strategy for Professionals, User Experience Design Fundamentals, and Service Design: Creating Delightful Customer Experiences.

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Karen Svensson

UHG Customer Service Rep
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I am constantly looking for books and classes regarding communication. A college class I took was a definite eye opener as we learn about all communication, not just verbal and how different communication styles can be.

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5 Experiment and learn

Finally, the best way to keep up with the latest trends and best practices in customer interaction design and delivery is to experiment and learn from your own work. You can try new ideas, techniques, or technologies and see how they affect your customer interactions. You can also measure, analyze, and improve your performance and outcomes based on the feedback and data you collect from your customers. You can also learn from your mistakes, failures, and successes and use them as opportunities to grow and innovate.

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Karen Svensson

UHG Customer Service Rep
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Learning the communication styles and expectations of your customers. Elderly like slower and sometimes louder communication Make Sure To use easy to understand language and explanations for all customers. Read books or take a class or a few on communication styles,effective communications, resolving conflicts, tactful ways to deal with difficult customers. Make a mental note of what works, fine-tune that skill. Also note what didn't work and reflect on ways it could be modified so it is effective. REMEMBER not to take the angry, frustrated callers vents and rants personally as we never know what a customer may be going through,what kind of day they have had or other things going on that are affecting their mood and demeanor.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How do you keep up with the latest trends and best practices in customer interaction design and delivery?

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1 Follow the experts

2 Join the communities

3 Read the books

4 Take the courses

5 Experiment and learn

6 Here’s what else to consider

Customer Interaction

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