Bridging the CX and UX Divide with the Superpowers of the SUPR-Q

In today’s highly competitive and rapidly evolving business landscape, providing exceptional customer experiences is no longer optional; it’s essential. However, often, Customer Experience (CX) and User Experience (UX) teams operate in silos, pursuing similar goals but with distinct methodologies and objectives. This division can lead to inefficiencies, missed opportunities, and ultimately, a subpar customer experience.

In this presentation attendees will:

• Understand the Shifting CX and UX Landscape: I’ll define the core concepts of CX and UX by examining their unique objectives, methodologies, and challenges. I’ll also share insights into the historical divide between these two disciplines.
• Introduction to the SUPR-Q Metric: I’ll introduce the Standardized User Experience Percentile Ranking Questionnaire (SUPR-Q) Metric, a powerful tool designed to assess and benchmark both Customer and User Experiences. We’ll explore its components and how it can be adapted to various industries.
• Best Practices for Implementation: I’ll share practical strategies and best practices for implementing the SUPR-Q Metric within your organization. You’ll learn how to leverage this metric to drive data-informed decisions.
• Measuring Success and Continuous Improvement: It’s not just about implementing the SUPR-Q Metric; it’s about using it as a compass for continuous improvement. I’ll provide guidance on how to track progress, measure success, and adapt strategies to gauge ongoing excellence that allows both CX and UX teams to succeed.