Customers today are passionate fans of properly designed self-service. In response, I've developed specific, reliable rules, based on customer experience design principles, customer service best ...

Design thinking is all about putting people first in the design process. As consumers, when we have an issue with a product or service, we want quick, effective resolution. We expect companies to ...

Much is said in the corporate world about customer-centricity: It is an approach that focuses on user needs, desires and limitations to generate innovative solutions. Delivering solutions based on the ...

Why you need to put yourself in your customer’s shoes to understand the experiences they have with your organization. How well do you put yourself in your customer’s shoes? Year in and year out, ...

AI and the CXO are reshaping customer experience as leaders build adaptive systems that respond in real time to customer needs and expectations.

Just when you think you’ve got this whole “knowledge economy” thing figured out, here comes the “creative economy” – the world in which your ability to succeed and add value is limited only by your ...

Unlock the full InfoQ experience by logging in! Stay updated with your favorite authors and topics, engage with content, and download exclusive resources. In this episode, Thomas Betts chats with ...

COVID-19 pandemic has significantly accelerated digital business transformation. The pandemic led to breakneck speed shift to digital-first customer engagement and remote work, prompting service and ...

Today, marketing professionals are under a ton of pressure to understand and improve customer experience. Brands and marketers alike realize that paying attention to what you say in your ads, ...

A lot depends on what growth stage you’re in. Customer success teams share many responsibilities across companies. They need to ensure that customers are achieving value with a company’s products or ...

SME owners often face the challenge of adapting business strategy to a highly dynamic environment while simultaneously managing day-to-day financial operations. It's like Formula 1 racers, where only ...

When Apple opened its first store in 2001, the company’s attention to design and customer satisfaction permeated the whole experience. The interior was adorned in slick wood and wrapped in glass to ...