Customer Experience (CX) is broadly defined as a customer’s overall perception of a company or brand based on all their interactions with it. This spans every step of the journey, such as visiting a website or store, interacting with customer
Read More
There is a tendency within many organizations to take a "technology first" approach to solve every business challenge. In more cases than not, this approach simply creates more challenges and friction within organizations; it is a very short-sighted view.Organizations
Read More
Many companies implement tools and software to improve productivity and meet business objectives but fail to recognize the impact on the humans that interact with those tools and software.To say it another way, it’s people that do the work
Read More
Why are AI assistants given human-like names?Apple provides Siri[i]. Amazon has Alexa[ii]. Samsung features Bixby[iii]. And there are literally dozens of other examples, in use both publicly and privately.The attribution of human characteristics to non-human entities is known
Read More
It may be hard to believe, but the term “experience economy” is nothing new. The term was first mentioned in this 1998 Harvard Business Review article. In the article, the authors posited that an experience occurs when a company intentionally
Read More
