CX Playbook Toolkit

Learn & Explore

• Personas study guide by Nielsen Norman Group
• Personas how to article by usability.gov

Template Library

• Personas template by Nielsen Norman 
• Personas template (with instructions) by Nielsen Norman 
• Personas template by Miro 

Crafting Tools

• Miro
• Figma
• Userforge
• UXPresssia

Learn & Explore

• When and How to Create Customer Journey Maps article by Nielsen Normal Group
• Journey Mapping 101 article by Nielsen Normal Group
• Customer Journey Maps — Walking a Mile in Your Customer’s Shoes by Interaction Design Foundation

Template Library

• Customer Journey Map template (with instructions) by Nielsen Norman Group
• Customer Journey Map template by Nielsen Norman Group
• Customer Journey Map template by Interaction Design Foundation 

Crafting Tools

• Whiteboard
• Microsoft PowerPoint
• Smaply
• Mural

Learn & Explore

• Research Repositories for Tracking UX Research and Growing Your ResearchOps article by Nielsen and Norman Group
• Research Repository: Solving your Organization’s Research Problems article by Dovetail

Template Library

• Polaris UX Nuggets
• UX Research Insights Database

Crafting Tools

• Dovetail
• Google Tables
• Microsoft Excel
• Notion

Learn & Explore

• UX Community UX Research Selection Tool
  

Learn & Explore

• How to Create a UX-Vision Statement article by Nielsen Norman Group
• Craft a Compelling Customer Experience Vision article by Gartner
• Building a Customer Experience Vision article by Qualtrics

Learn & Explore

• Design Systems 101 article by Nielsen Norman Group
• What are Design Systems? article by Interaction Design Foundation
  
• A Comprehensive Guide to Design Systems Article by invision

Example Design Systems

• Google Material Design
• Apple Design System
• Adobe Design System

Learn & Explore

• Facilitating an Effective Design Studio Workshop article by Nielsen Norman Group
• Design Critiques article by Nielsen Norman Group
• How to run a remote design studio workshop by Mural

Template Library

• UX Critique Cheat Sheet by Nielsen Norman Group

Crafting Tools

• Mural
• Miro
• Figma
• Microsoft Whiteboard

Learn & Explore

• Customer Success Stories: How to Write and Where to Use for Maximum Impact article by Gartner  
• Communication Practices for Increasing UX Maturity

Learn & Explore

• Skill Mapping: A Digital Template for Remote Teams article by Nielsen Norman Group
• 3 Uses for Skill Mapping in UX Teams video by Nielsen Norman Group

Template Library

• Skill Mapping Template by Nielsen Norman Group

Crafting Tools

• Microsoft Excel
• Google Sheets

Learn & Explore

• Setting UX Roles and Responsibilities in Product Development: The RACI Template article by Nielsen and Norman Group

Template Library

• RACI template by Nielsen and Norman Group

Crafting Tools

• Microsoft Excel
• Google Sheets

Further information on the CX playbook training will be provided here once the details become available.

Learn & Explore

• How to Manage Customer Experience Metrics article by Gartner
• What Are the Top 10 Customer Experience Metrics? article by Gartner
• A Guide to Study-Based UX Metrics
  
• How to Report Product Experience Data

Data Analysis and Visualization Tools

• ServiceNow
• Microsoft Power BI
• Tableau
• Microsoft Excel