Building a customer-centric future is more important now than ever. Agile CX designs that can keep up with changing customer preferences are essential. The race to customer experience (CX) excellence ...

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 ...

There's a lot of buzz about using the technology tools and skills at our disposal to boost the customer experience -- providing friendly, real-time-ish responses to inquiries and orders, and perhaps ...

Everywhere you turn nowadays, people bring up design thinking as the panacea to invite customer experiences into the game. The 2017 EY report “Demystifying design thinking: becoming part of the ...

New approach focuses on fixing the operational and technology failures that cause customer dissatisfaction You don’t ...

It is interesting to see how design thinking and coaching, two seemingly unrelated practice areas, have so much in common. Design thinking is an iterative process that attempts to understand the user ...

Whereas large language models (LLMs) attracted consumers well before enterprise users, SaaS platforms are driving the use of embedded AI agents to improve employee experience and productivity. AI ...

Design thinking is, at its core, a process of empathizing with the user. The methodology has been successfully used in many industries to drive human-centred innovation, resulting in the creation of ...

This clear, organized process can help teams break free of a variety of human tendencies that get in the way of innovation. For business leaders, the struggle between efficiency and innovation is ...

By Amanda AKUSHIE Customer experience is still widely misunderstood in many organizations. It is often treated as a frontline issue, something to be managed through customer service training, ...