This 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 moreIf you build great customer relationships, you’ll build a great business. This advice is even more important in a post-COVID-19 business world. Why? Because businesses who are human-centered and choose…
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 moreIt’s no secret that your business contributes to the world beyond just servicing your customers. At no time has this reality been more evident than during the current coronavirus pandemic.…
read moreWhat are the most overlooked steps of empathy? Let’s start with a story. Imagine this. A marketing leader and 4 other team members are in a meeting discussing what they…
read moreAs Human-Centered Design (a.k.a. HCD) practitioners, we spend a lot of time discussing how and why this approach makes sense as a business strategy for our clients. To make these…
read moreFeatured Resource Human-Centered principles and the HCD framework are powerful assets for any business. Not only can businesses utilize these resources to ensure their products and services meet customer needs,…
read moreThere is a food store in the U.S. that is so popular the checkout lines often wrap around the store, spilling onto the street. The company doesn’t do much marketing,…
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