Disproportionate "Moments of Truth" in Your Customer Journey
Just as a detailed blueprint is essential for constructing a beautiful building, defining a clear and differentiated vision of your customer journey is a critical step in delivering a great customer experience.
Travel Conference CEOs Worry Technology Could Drive the De-Personalization of Travel
There are many downsides to reducing customer interaction in travel, including the potential reduction in the perception of ‘warmth’ of the brand and lost opportunities to create ‘magic moments’ through service.
Using Icon Animation to Improve Digital Experience
Benefits, guidelines and tools for developing effective animated icons.
Why CIOs Must Co-Lead CX (Customer Experience)
Delivering a seamless customer experience is more important than ever. In fact, it’s the primary way digital disruptors, like Uber and Amazon, are taking share from more traditional brands.
The Two Enemies of Digital Success
No matter how promising or worthwhile a site is, when it starts to trigger negative reactions in users, they usually abandon it quickly. So what are the negative reactions we get from users?