CX by Design

Our latest thinking on how you can create meaningful customer connections.
  • Diana Sonis

User Centricity Through Systemic Innovation
User Centricity Through Systemic Innovation 1001 668 Diana Sonis

I just finished reading Bad Blood by John Carreyrou. It’s a fascinating account of the rise & fall of Theranos, the “innovative” blood testing company that mistook innovation for a…

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  • Diana Sonis

The Path to Innovation
The Path to Innovation 5472 3648 Diana Sonis

“I don’t want innovation,” said no business… ever. Everyone wants it because innovation means growth, market share, sustainable profit, more valuable brand equity; in other words, life. It’s the botox…

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  • Diana Sonis

Design Thinking ≠ Innovation
Design Thinking ≠ Innovation 1001 668 Diana Sonis

Design thinking does not guarantee innovation. It’s a process structured to get you thinking in a different way; to get your siloed teams to think differently together; to focus on…

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  • Diana Sonis

Design Thinking IRL: The education initiative
Design Thinking IRL: The education initiative 4898 3265 Diana Sonis

You’ve probably heard that our education system may or may not prepare future leaders, mainly because it may or may not prepare our kids for real life. This is an…

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