Is Customer Experience no more than a Checklist Exercise Based on Assumptions
Let me begin my latest rant, oh sorry, I mean…
Deploying CX Across the World: Cross-cultural challenges
Play Previous Next It’s an incredible time to watch our…
What a Sensational Customer Experience Looks, Feels, Smells, and Tastes Like
A conference attendee asked me last week what my most…
The Myth Behind “Low-Hanging Fruit”
Note: This article comes from the perspective of the author’s…
What to do When You Hit a Customer Satisfaction Plateau
We all want to see constant improvement, but what do…
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…
The Discount Revenge Cycle and How to be a Better Communicator
Customer Experience encompasses a multitude of sub-disciplines and covers substantial…
Back to Basics – On Empathy
If you’re an experience designer (or want to become one),…