Category: Customer Experience

A Refreshing Way to Discover Why People Buy Things

A Refreshing Way to Discover Why People Buy Things

Why do consumers buy things? Why did consumers ‘hire’ that milkshake? Check out the refreshing view of Clayton Christensen about why most marketers focus on the wrong information.

Making Your Marketing Organization Agile

Making Your Marketing Organization Agile

Many organizations want to be “agile” & think they’re working in an agile way because they’ve adopted some agility principles. But how can we actually make “agile” happen at scale?

The 30 Elements of Consumer Value

The 30 Elements of Consumer Value

Check out a holistic & pragmatic model of consumer value, which allows companies in different industries to come up with new combinations of value that their products & services could deliver, with tangible payoff.

Driving Brand Perception via UX Design

Driving Brand Perception via UX Design

An insightful look at how your interaction-design decisions have measurable effects on your users’ emotions & how they perceive your brand.

Unlocking Digital Value In Customer Journey

Unlocking Digital Value In Customer Journey

When a global bank reinvented its on-boarding process for commercial clients, the results included dramatically reduced costs, a market-beating customer experience; could it repeat what it just went through for the rest of its business?

Engaging Digital Customers

Engaging Digital Customers

When it comes to user experience (UX) design, ‘simplicity’ can be overrated. The myth of ‘simplicity’ is that it’s the real goal of design. It’s not; but ‘clarity’ always is. How do we drive ‘clarity’ in UX design?

Engaging Digital Customers

Engaging Digital Customers

Financial services companies are traditionally product centric; how does Citigroup engage customers via digital to drive sales & enhance loyalty?

‘Transformer In Chief’: The New Chief Digital Officer

‘Transformer In Chief’: The New Chief Digital Officer

In today’s crowded ‘C-suite’, few roles attract as much attention as that of CDO (Chief Digital Officer). So what’s this role about & why is it attracting so much attention?

Trends Impacting Design & Innovation

Trends Impacting Design & Innovation

Digitalization is disrupting established businesses & reshaping customer expectations. What are some key trends in service design?

Mobile Banking Trend

Mobile Banking Trend

Banking customers are now handling more of their banking interactions via smartphones & tables than through other channels; how can banks capitalize on such digital trend?

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