Many brands fail to craft these omnichannel experiences based on their most important commodity: humans. The experiences customers have with brands involve many digital elements, including everything ...

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 ...

Over the last several months, many organizations have modified their normal procedures, policies and customer interactions in response to the Covid-19 pandemic. Some organizations have managed to keep ...

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 ...

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 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 ...

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 feel-good factor in a retail space is paramount. A comfortable space has a measurable effect on how we spend, and more importantly, how much we spend. According to the Association of Consumer ...

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 ...

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 ...