Creative CX

We’re really excited to have Charlotte Golding, Head of Experimentation at Virgin Media O2 speaking at our first Experimentation London meet-up on Wednesday 18th September. She’ll be sharing her knowledge and insights from their high velocity Experimentation program. Also our very own Chris Gibbins will do a short talk/discussion on “Turning prioritisation on its head, for Experimentation and Product teams”. If you’re passionate about Experimentation come and join us on the Wednesday 18th September - see the link to the meet-up in the comments. #Experimentation #LondonMeetup #ProductExperimentation

We are thrilled to announce the launch of our very first Experimentation London Meetup! This event is dedicated to fostering a vibrant community of individuals passionate about Experimentation. Whether you're a seasoned professional or just starting out, this forum is the perfect place to connect, share stories, exchange insights, and learn from one another. Join us as we embark on this journey to build a collaborative environment where industry professionals can come together to inspire and be inspired. Date: 18th September Location: CCX Offices, London Bridge Speakers: To be confirmed – stay tuned for more details! Join our group and sign up to our first event: https://lnkd.in/eeWa9xgX Our Meet-ups are perfect for anyone who is working in and/or passionate about: - Product Experimentation - A/B Testing - Conversion Rate Optimisation - Product Led Growth - Customer Experience Optimisation - Designing for Impact and Outcomes - Personalisation - Digital Innovation Why attend? - Connect with like-minded individuals - Gain new perspectives and insights - Be part of a growing community passionate about continuous learning and Experimentation We can't wait to see you there! #ExperimentationLondon #Experimentation #Optimisation

In case you missed Mark Pybus' post last week, CCX and friends will be riding the London to Brighton bike ride next month. We're raising money for the Alzheimer's Society. If you haven't sponsored us yet then please use the link below to do so. Every donation, no matter how big or small, brings us one step closer to beating our target. Thank you for your support! Also, we still have two spots unclaimed, if you fancy joining us for the ride on 15th September. Deadline to register is this Friday so let us (or Mark) know quickly. https://lnkd.in/eneRdmz2 #RideForAlzheimers #CreativeCX #LondonToBrighton #JustGiving #CharityRide

🚴♂️ **We're Riding Again for a Great Cause!** 💙 On September 15th, the team at Creative CX (and friends) will be cycling from London to Brighton for the second year in a row—this time in support of Alzheimer's Society. Last year, thanks to the amazing generosity of our community, we raised £3,650 for Samaritans. This year, we're aiming to beat that number and make an even bigger impact. Alzheimer's Society does incredible work supporting those affected by dementia and funding research to find a cure. Every donation to our JustGiving page will help make a difference. We also have two spots open on our team, so if you’re up for the challenge and want to join us on this meaningful ride, we'd love to have you on board! Please consider donating to our cause and sharing this post with your network. Together, we can reach our goal and support this vital cause. 👉 https://lnkd.in/eneRdmz2 Thank you for your support! 🙌 #RideForAlzheimers #CreativeCX #LondonToBrighton #JustGiving #CharityRide

We’re delighted to announce our partnership with Premier Inn, helping them to continuously improve the customer experience through research and experimentation. With close collaboration at every stage, we’ve already uncovered valuable insights with our Opportunity Audit and have begun discovering the most effective solutions through smart evidence-based experimentation. #Experimentation #ABTesting #CustomerExperience #UX

“Band-aid” or “Sticking plaster" solutions - are they worth it? Should you wait for the perfect solution or should you empower your teams to solve customer problems as soon as they discover them in whatever way they can? Is it better to wait for a carefully considered redesign of the entire user journey? Or come up with a quick fix, a “Band-aid” or “Sticking plaster" solution, that partly solves the customer problem? A factor people often forget is that for every day longer it takes to solve a customer problem, then 100’s, thousands or millions more users are faced with this bad experience. It wastes their time and affects the reputation of the business. However there are counter-arguments too especially when there are many issues, problems, or the website or App design is also outdated, where teams think it would be best to redesign everything. This M&S in-store team on this occasion just used some sticky tape and a marker pen to try and solve the visibility issues with the CTA on the weighing machine - which shows great ingenuity in my mind. #experimentation #productdesign #userexperience #bandaidsolutions 

Vinted talking about their shipping options A/B test without actually calling it an experiment 😉 From BBC News - In a statement, the company said: "We regularly test and trial different things to evolve Vinted. "Recently, we made some changes which meant some of our members had a different experience with managing their shipping options. "We heard the feedback and confirm the shipping options have returned to their previous settings, there are no further actions needed from the members." —— They had to turn the experiment off by the sounds of it, due to the unpopular reaction on social media. Perhaps they were solving more of a business problem than customer problem. And sometimes more choice, and more options are actually better for customers.

While Heuristic Reviews identify potential customer problems, they can fall short without real-world user insights. In a recent project, our UX Teams’ initial assumptions were totally overridden once we conducted our Moderated Usability Testing with the client’s target audience. This absolutely underscores why we always recommend a triangulated approach – combining qualitative and quantitative research methods. This deeper understanding of user behaviour, needs and motivations, directly impacts the likelihood of discovering the most effective solutions and the most powerful hypotheses for experimentation. Discover why user research is essential and why Heuristic Reviews on their own are just not reliable enough. In a similar way to how so-called “website tear-downs” can be problematic. Read Andrew Lytton's full blog post in the comments. #uxresearch #ux #experimentation #growth #opportunitydiscovery

Discover how Creative CX partnered with RSA, a global insurance leader, to elevate and future-proof their experimentation programme. By introducing strategic OKRs and creative techniques, our partnership drove innovation and boosted the team's confidence. Ready to future-proof your digital strategy and scale your experimentation programme? Our success story with RSA will be linked in the comments. The whole CCX team, from strategy consultants, developers and UXers have enjoyed working with Rebecca Smith, Shaun Dolan, and the entire RSA team! 

Another excellent CCX Experimentation Leaders Roundtable event took place last week, this time at Brigadiers in London.  We spent the afternoon diving into some really interesting conversations, sharing experiences, and debating ideas about how to effectively run mature, scaled experimentation programs. The discussions were fantastic, thanks to the talented folks from top companies who brought their expertise and passion to the table.  Some key themes we could have discussed for much longer, had time allowed, were how personalisation can be measured and activated, the value and role of data warehouses and CDPs, and, of course, scaling Experimentation programs.  We also didn’t have time or room in our bellies to finish all of the Indian banquet served by Brigadiers, but we were able to find a good home for that delicious food on the streets of London as we headed out for a few drinks to continue the conversation.  Once again, a big thank you to the people who were able to come along and contribute to the conversation. Thank you, Hannah Tickle from Trainline, Sam Pointing from Frasers Group, Melanie Kyrklund from Specsavers, Hamish Bones from Hastings Direct, Jamie Levrant from John Lewis, Andrea Nicolaides from Currys, Natasha Senior from Sky, and Stewart Ehoff from RS. It was a lot of fun hosting the session and great to have Paul Wainwright at this one too. Looking forward to our next roundtable event to hear how people have progressed with the challenges we discussed and to learn what lies ahead. #ExperimentationLeaders #DigitalInnovation #Experimentation