With so much evidence proving the competitive advantage of improved customer experiences, you’d assume that gaining buy-in for CX from management would be a simple task. Those of us in…
read moreThis series looks at the advent of AI and its effect on CX. In Part 1, we discussed AI’s seemingly limitless capabilities for our businesses. In Part 2, we shared…
read moreIn Part 1 of this series, Limitless Capabilities, we showcased what business and customer experience leaders are facing in choosing from our world’s many Artificial Intelligence solutions. The main points…
read moreCustomer Experience (CX). Artificial Intelligence (AI). At first glance, they can seem like opposing concepts. CX focuses on creating human-centered experiences that meet customer intentions and delight our customers. AI…
read moreInnovation in companies is tricky. There are rarely brand new ideas. What we often deal with are old ideas with a new twist. Knowing this, we see the best results…
read moreWe work with many established businesses full of well-meaning people who want to innovate. But, they’re stuck. This “stuck-ness” comes from knowing the product/service/process too well. Having developed the institutional…
read moreCompetitive analysis is a staple, routine activity of business. People seem to believe that innovation sits somewhere between indiscriminately borrowing competitors’ ideas and stealing their best experience features, without regard…
read moreIt was a Saturday in January. We were only slightly caffeinated, but we put the coffee aside and rose to the challenge of sharing our ideas on how to make…
read moreOne question we hear often, especially during times of crisis, is: What is the one human-centered practice I can implement in my organization now to create the most impact? With…
read moreOriginally, this was meant to be a different post. We wanted to celebrate companies that matter to our daily lives; those meaningful, human-centered businesses that make an impact in their…
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