2025 brought a new level of intensity to customer experience (CX) and consumer behaviour. In 2025 AI went mainstream, but ...

Dubai Municipality organised the closing ceremony of the “Service Accelerators 2025” project, a pioneering initiative aimed ...

Often times when I go to the Taco Bell in Ithaca, I usually enjoy having a couple of laughs with the person taking my order. That’s all it takes. If we can have a genuine 20 second conversation, ...

A version of this article appeared in the Spring 2017 issue of strategy+business. Airlines routinely rank near the bottom of customer satisfaction surveys. But we would wager that most customers, like ...

Why you need to put yourself in your customer’s shoes to understand the experiences they have with your organization. How well do you put yourself in your customer’s shoes? Year in and year out, ...

Being an innovative company today means using technology to improve and transform customer experiences. At Capital One, that means helping people connect with their money in new, different, and ...

Unlock the full InfoQ experience by logging in! Stay updated with your favorite authors and topics, engage with content, and download exclusive resources. Vivek Yadav, an engineering manager from ...

Adding visual and touch to voice provides users with an experience that leverages the best these elements offer, while minimizing the weaknesses of each. Think back to the last time you interfaced ...

Customers today are passionate fans of properly designed self-service. In response, I've developed specific, reliable rules, based on customer experience design principles, customer service best ...

Sprint: Did you know we have an online conference about product design coming up? SPRINT will cover how designers and product owners can stay ahead of the curve in these unprecedented times. When a ...