Episode 243: Orchestrating Customer Experience with Gene Lee

What is customer experience, and why does it involve a multi-disciplinary team? Our guest today is Gene Lee, the Chief Experience Officer at Mailchimp. You’ll learn about the “bookends” and curating touchpoints in the customer journey, conducting experience reviews, using Voice of the Customer data to prioritize roadmaps, and more.

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Show Notes

• Mailchimp – the popular email marketing platform
• Razorfish, Chase, Scholastic, PlayStation – Gene’s previous places of work
• Episode 26: Bridging the Gap Between Designers and Developers with Roger Dudler
• Mailchimp's style guide on Voice & Tone
• Figma – a vector graphics editor and prototyping tool
• Miro – a visual collaboration tool
• Qualtrics – Voice of the Customer tool
• Userlist – Jane’s SaaS product
• Follow Gene on LinkedIn
• Become Gene’s mentee at ADPList

This episode is brought to you by Zeplin. Designers are most comfortable in their own design tool, and that’s the way it should be. But design files can be complex to other team members, and explaining them takes up time that could be spent designing and building! That’s why designers use Zeplin to organize their screens, show user journeys, and present their files to the team. Sign up for free at zeplin.io to get started.

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