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 ...

Becoming a customer-focused organization is a gradual and arduous process, but one that may be well worth the effort in terms of driving growth through capturing repeat business and attracting new ...

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

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 ...

Sprint: Did you know we have an online conference about product design coming up? SPRINT will cover how designers and product owners can stay ahead of the curve in these unprecedented times. When a ...

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, ...

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, ...

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, ...

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 ...

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 ...

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 ...

Companies today have become well aware of the critical impact customer experience has on their profitability and business performance, putting in place ongoing efforts to improve those CX capabilities ...