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 ...

Many brands fail to craft these omnichannel experiences based on their most important commodity: humans. The experiences customers have with brands involve many digital elements, including everything ...

Model Context Protocol (MCP), a new open standard that defines how AI systems connect to data and tools, helps solve the ...

For years, experience management (XM) in quick-service restaurants (QSRs) has focused on transactions: taking orders, resolving complaints, and measuring post-visit satisfaction. But today, that ...

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 ...

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” ...

Over the last several months, many organizations have modified their normal procedures, policies and customer interactions in response to the Covid-19 pandemic. Some organizations have managed to keep ...

We’ve heard the saying before: “You don’t get a second chance to make a first impression.” But even in our age of continuous connection–a time when modern technologies allow for 24/7 customer ...

Retail TouchPoints’ 2023 Store Design & Experience Survey found that store design teams are laser-focused on implementing more creative visual merchandising methods (90%) and using technology more ...