Customer Experience

https://www.mckinsey.com/featured-insights/customer-experience

User Experience (UX)

UX Design vs UI Design | What's the Difference? Which one is right for me?

https://www.youtube.com/watch?v=RtPnVtXw6HU

Joe Leech – The psychology of decision making in UX | The Conference 2015 

https://www.youtube.com/watch?v=QgiB8KhbGKY

UX Design Basics: Mental Models

https://www.youtube.com/watch?v=9gM8K4ooavY

UX Design Tutorial for Beginners (#1)

https://www.youtube.com/watch?v=I0-vBdh4sZ8

Customer Journey Mapping

Finding the Moments of Truth: Customer Journey Mapping to Better Serve Your Customers

https://www.youtube.com/watch?v=s4DY7KClkfQ

A New Reality for Banking - Developing a Customer Journey

https://www.youtube.com/watch?v=hOePjc0DWR4