(originally published on the CX by Design Ideas blog)

Road, surrounded by a flat terrain, heading off into the distance. Black and white photo.
Road, surrounded by a flat terrain, heading off into the distance. Black and white photo.
Photo by Mark König on Unsplash

This is Part 3 in the Establishing the Customer Experience series. Part 1 discusses a holistic way to define Customer Experience. Part 2 touches on the elements that make up an experience.

If a customer’s experience is equal to the perceptions they form as they are Doing, Thinking, and Feeling across an interaction, how can you influence those perceptions to be positive towards your business?

A few suggestions:

  • Use skills like empathy and active listening to understand your customer’s actions, thoughts, and feelings at each touchpoint with your business.

(Originally posted April 14, 2020 on The Lis Experiment Blog)

Clouds across a sunset sky
Clouds across a sunset sky

“The enemy of development is pain phobia: the unwillingness to do a tiny bit of suffering. As you feel unpleasant you interrupt the continuum of awareness and you become phobic and this weakens the heart of the will.” — Bruce Lee

It took moments to put my plan into action. It took a lifetime to accept that going towards my discomfort was the best solution.

Now, I’m a believer. In times of fear and resistance, I need to sit with discomfort in order to find my way forward.

Easier said…


(originally published on the CX by Design Ideas blog)

Man standing on mountaintop looking out over the clouds.
Man standing on mountaintop looking out over the clouds.
Photo by Pascal Habermann on Unsplash

This is Part 2 in the Establishing the Customer Experience series. Part 1 discussed a holistic way to define Customer Experience.

What does it mean for a customer to have an experience?

In our first piece, we adopted the definition of customer experience as: “The perception customers have of their interactions with an organization.” [1].

But what, exactly, influences that perception? …


(originally published on the CX by Design Ideas blog)

Hand holding glass ball up to the Brooklyn bridge. Glass ball shows bridge reflection but reversed.
Hand holding glass ball up to the Brooklyn bridge. Glass ball shows bridge reflection but reversed.
Photo by Brendan Church on Unsplash

The term “Customer Experience” is not new to you. As a leader who strives to bring Human-Centered thinking to your organization, you’ve probably said the phrase a time or two hundred.

But, we’re willing to bet that your definition of Customer Experience is at least slightly different than the definition others in your company or industry use.

Some of those definitions may look at the customer’s experience solely in relation to websites and software applications. Others may define it in terms of metrics and scores. …


(Originally posted March 31, 2020 on The Lis Experiment Blog)

View of Mount Hood at Sunset
View of Mount Hood at Sunset

Several weeks ago I had the honor of being a guest on The Simplifiers Podcast where I spoke with host, Mary Baird-Wilcock, about my life as a digital nomad. The best part was halfway through when I realized how I have lightened my load to expose my bliss.


(Originally posted February 25, 2020 on The Lis Experiment Blog)

Sequamish Beach
Sequamish Beach

Once I accept the hard, scary fact, that my life is meaningless; that striving to find the meaning I thought was bestowed on me from birth is really a distraction from the fact that I’m just passing time here on Earth, I own that I am the only one responsible for how I choose to spend my time. From here I can make a meaningful life, even when life is meaningless.

My friend has been saying for years that life is meaningless. He subscribes to the philosophy of existentialism. This…


(originally published on the CX by Design Ideas blog)

City blocks at night
City blocks at night
Photo by Anders Jildén on Unsplash

If you build great customer relationships, you’ll build a great business.

This advice is even more important in a post-COVID-19 business world. Why? Because businesses that are human-centered and choose to connect with the people surrounding their business are emerging as clear winners. The connective tissue of these winners is great customer relationships.

The key to creating these relationships starts with your company extending its definition of “customer” beyond that of the end-user of your product or service.

Doing this you’ll recognize that everyone in your business, whether front-facing or not…


(Originally posted January 28, 2020 on The Lis Experiment Blog)

Lis coming out of the fridge at Meow Wolf
Lis coming out of the fridge at Meow Wolf

Many times I hold myself back, wallowing in the indecision between taking action or retreating. I see now that retreating IS taking action as it allows me time and space to consider how to move forward from my core. The answer then is clear, always act. In fact, always take considered action. All this wisdom from two podcasts. You have to love modern technology… am I right?

Weekly Wisdom Regarding Action

This morning I was listening to the weekly I Ching reading from Bobby Klein. In this week’s reading (I’m posting this in the…


(originally published on the CX by Design Ideas blog.)

Man sitting looking at mac laptop with another man looking over his shoulder.
Man sitting looking at mac laptop with another man looking over his shoulder.
Photo by jose aljovin on Unsplash

One question we hear often, especially during times of crisis, is:

What is the one human-centered practice I can implement in my organization now to create the most impact?

With HCD having such a robust toolkit, the answer potential seems endless. Yet, there is one critical practice we turn to time and again. It doesn’t cost tons of money, nor does it take years to implement. What it does take is some good, old-fashioned discipline and focus. Sounds doable for a curious and passionate business, right?

So, what is this magical…


(Originally posted January 14, 2020 on The Lis Experiment Blog)

organ mountains, Las Cruces, NM
organ mountains, Las Cruces, NM

The reality of self work and progress is that it’s not linear, nor final. This is what I mean by the term: The journey IS the destination. This voyage architecting my best life never ends because there are always more updates that can be made. Instead of striving for some final destination, my best life is lived moment by moment.

When I take this premise a step further, I’m reminded that if I find that my journey has ended, and that I’ve gotten comfortable with my life and the people around me such that I’ve stopped questioning, that’s when I should have cause for concern.

To exemplify these thoughts, I’ll share with you a recent memory of a memory that made my knees buckle and brought me to tears.

Read the entire story here…

Lis Hubert

Founding Partner @CXbyDesign. Believes in coffee, kindness, and meaningful business. Also at www.elisabethhubert.com.

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