How Companies Can Grow and Scale Their Customer Experience Capabilities
About this episode
Award-winning UX practitioner Paul Eisen talks with NovusNorth CEO Dave Cowing about the business case for investing in customer experience, and the five-pillar framework of standards, methodology, skills, measurement, and governance that organizations need to mature their CX capabilities. Eisen shares hard numbers on the ROI of good experience design, cautions against treating usability testing as a 'carwash' at the end of a project, and lays out realistic maturity timelines for both nimble startups and large, established enterprises. The conversation works as a practical primer for any leader trying to build a durable, organization-wide CX practice rather than a one-off design sprint.
In this conversation we dig into what’s actually working, where teams get stuck, and the practical moves leaders can make right now — a candid look at the strategy, the trade-offs, and the human side of building great financial services experiences.
In this episode
- 01:47 Your brand is the experience you create
- 02:29 The $3 return on every UX dollar
- 03:41 A 50% sales lift from a redesign
- 06:24 The five pillars of a design-mature company
- 09:36 Why usability testing isn't a car wash
