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At CXperts we consider ourselves a balance between researchers and marketers. This is perhaps best demonstrated with our What. Why. Now. approach, wherein we strive to understand problem statements and use research to deliver solutions that drive immediate positive change.
Let’s define the problem through research, be it a poorly performing area in your digital property or a breakdown in the customer journey. Then - paired with your business goals or site KPIs - we have identified the problem, its impact, and its level of priority.
Armed with what to optimize, we use qualitative research tools – be it usability studies, user analytics tools like FullStory, or other consumer insights to uncover why the problem exists and suggest actions to correct it.
Or, “Now what?” With a better understanding of why specific breakdowns occur, we take action to test potential solutions to solve the breakdown as quickly as possible.
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