When CX, Business, and Tech Combine
Is there a difference between customer experience and digital customer…
Is the Customer Service “Department” Becoming Obsolete?
Let’s be honest, Customer Service Departments were created, and many…
The Value of Design is on the Rise
In the last decade, many brands have used customer experience…
The Myth Behind “Low-Hanging Fruit”
Note: This article comes from the perspective of the author’s…
The ‘Always On’ Enterprise
For well over 100 years, businesses leaders have made decisions…
Intelligent Experience: Where CX Meets Tech
From the 1970s through the 1990s, customers’ experiences evolved quickly…
How Frustration through Design became Market Leadership
In this special article, I interview Jeffery Sears, CEO of…
Here’s a Notion Retailers Must Adopt
During the second week of January each year, The Jacob…
Back to Basics – On Empathy
If you’re an experience designer (or want to become one),…