In this article, we will introduce what service design is and explain why without it, there cannot be a good customer experience. Over the years, the taxonomy of design has grown more and more ...

To develop excellent customer experiences, experts say it’s essential to focus on context and a design thinking mindset. Solid design thinking starts with the customer in mind. Solving any problem, ...

The value of design thinking has been well documented in the past. This value can range from increased adoption to more revenue. With some minor modifications to already common software development ...

I make my money as a customer experience designer, consultant, and trainer. Every day I hear one company or another going on about “the importance of the human touch” or words to that effect. Most of ...

Do you really know your customers? We’re all a service user, passenger, patient, tenant or customer of someone. We’ve traditionally defined customers as "people who pay money for goods or services," ...

In a provocative Harvard Business Review article, researchers from the Corporate Executive Board (CEB) argued in 2010 that companies should Stop Trying to Delight Your Customers, because “wowing” ...

Organizational alignment turns brand thinking into a connected system customers can feel.