When clients face the same challenge and you find yourself conducting the same workshop on repeat, it calls for deeper insight. The...

What was your last most memorable #customerexperience ? In my experience, it's most likely to be a dining or hotel experience that knocked y

How annoying is it to receive irrelevant information from a brand that you have previously shopped with ? It can make you feel under...

Design thinking meets Luxury! It's a growing trend for brands to seek human centered tools to help deliver great customer experiences.

As shoppers it’s a common practice to browse online, and then drop into the store for a trial, especially if it’s a high value purchase....

Clients often ask me how customer experience differs from marketing as a function, and I find the best way to explain the difference is...

Chats are often seen as reactive customer service tools rather than opportunities to acquire, engage and connect with customers. When it...

In today's hyper-connected world, a brand's reputation hinges on its customer experience (CX) design. At the heart of a compelling CX...