An executive recently asked me, what’s the biggest mistake leaders make when rolling out a customer experience strategy? My answer was simple. Most leaders think about the customer first.

WHEN buying a used car, does mileage matter? The answer is yes, BUT less than you think. High mileage on a used car can be a ...

I filled out a form I was sent to claim a refund, but then the person told me to download an app to receive it. I found this odd so ended the conversation.

Boarding a plane has become ‘elitist,’ passengers say — but airlines profit off premium travelers paying for priority status ...

Estonia is a hotbed of healthcare technology innovation, harnessing artificial intelligence (AI) and genomics. Its healthtech industry is targeting the UK and Europe for collaboration and market ...

National legislation on data localisation in the processing of personal data is increasing worldwide. Multinational companies ...

In a marketplace that rewards adaptability, experimentation and fresh thinking, staying ahead requires more than strictly ...

Because the feeling you create during the experience determines whether customers move up the ladder or fall off completely.

In using AI with customers, organizations face a challenge in getting them to trust it. They must balance explaining to ...

Acts of kindness can go a long way at work. While the importance of treating others with kindness is one of the first lessons most adults try to teach children, the skill sometimes falls by the ...