Understanding and implementing exceptional CX design is key to standing out in a crowded marketplace and building lasting relationships with one’s customers. Customer experience design (CX design) has ...

In this article, we will introduce what service design is and explain why without it, there cannot be a good customer experience. Over the years, the taxonomy of design has grown more and more ...

The value of design thinking has been well documented in the past. This value can range from increased adoption to more revenue. With some minor modifications to already common software development ...

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

In the same way hope is not a strategy, customer experience design is not an accident. Unfortunately, many companies fail to deliver on customers’ tacit demands—their essential needs, which involve ...

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, ...

The role of a marketer should be redubbed a “customer experience designer”, according to Merlin Entertainment’s group marketing director, Emma Woods, who said the ability to deliver good consumer ...

It’s never been easier for customers to switch brands, products or services due to the increasing number of choices. As a result, organizations must find new ways to design and provide unique and ...

Exceptional customer experience (CX) elevates your brand; without it, you’re at risk of being left behind by the competition. To learn more about why CX has to be the core of your company and how to ...

The retail industry has experienced a great deal of change over the last 2½ years with the accelerated growth of online sales, the introduction of new safety protocols, the expansion of experiential ...

In the experience economy, AI transformation is forcing organisations to reassess the role of human capital in delivering exceptional customer experiences. Is AI’s value maximised when it reduces ...