Litha Ramirez, executive director of the Experience Strategy and Design Group at SPR and other CX experts share their thoughts on the advantages of CX design. In an effort to provide a consistent, ...

In the same way hope is not a strategy, customer experience design is not an accident. Unfortunately, many companies fail to deliver on customers’ tacit demands—their essential needs, which involve ...

Exceptional customer experience (CX) elevates your brand; without it, you’re at risk of being left behind by the competition. To learn more about why CX has to be the core of your company and how to ...

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 ...

To be fair, our obsession with frictionless experiences stems from a legitimate fear: In a world of infinite choice, a single ...

One of the hardest things about design is keeping track of the terminology. There are many words to learn, and definitions frequently overlap. But don’t think for a moment that any two terms mean the ...

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 ...

There's a lot of buzz about using the technology tools and skills at our disposal to boost the customer experience -- providing friendly, real-time-ish responses to inquiries and orders, and perhaps ...

Kyndryl, a leading provider of mission-critical enterprise technology services, today unveiled new advisory and ...

By Sharmila Ravi, SVP in Card Technology at Capital One When a customer taps “Make a Payment” in a mobile app, they expect ...

Is it possible for a company to be too easy to do business with? The answer, surprisingly, is “yes” – and it reflects a larger, more troubling issue about customer experience (CX) design. Robinhood, a ...