8. Thinking Beyond Interactions: Omnichannel Experiences and CX (feat. Kim Salazar, Sr. UX Specialist at NN/g)

<p>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.</p> <p><strong>Resources cited in this episode</strong></p> <ul> <li><a href="https://anchor.fm/nngroup/episodes/1--What-is-UX--anyway--feat--Dr--Jakob-Nielsen--the-usability-guru-ehv2bq">Ep. 1 - What is UX, anyway? (feat. Dr. Jakob Nielsen, the usability guru)</a> (our inaugural podcast episode)</li> <li><a href="https://www.nngroup.com/reports/operationalizing-cx/">Operationalizing CX: Organizational Strategies for Delivering Superior Omnichannel Experiences</a> (142-page report)</li> <li><a href="https://www.nngroup.com/courses/cx-transformation/">CX Transformation</a> (full-day course)</li> <li><a href="https://www.nngroup.com/courses/journey-mapping/">Journey Mapping to Understand Customer Needs</a> (full-day course)</li> <li><a href="https://www.nngroup.com/people/kim-salazar/">Kim's Articles &amp; Videos</a> (NN/g bio)</li> </ul> <p><strong>Other related articles &amp; videos</strong></p> <ul> <li><a href="https://www.nngroup.com/videos/omnichannel-ux/">What is Omnichannel UX?</a> (2-min video)</li> <li><a href="https://www.nngroup.com/articles/ux-vs-cx/">User Experience vs. Customer Experience: What’s The Difference? </a>(free article + 4 min video)</li> <li><a href="https://www.nngroup.com/articles/cx-organizational-fluidity/">Good Customer Experience Demands Organizational Fluidity</a> (free article)</li> </ul>