Why you need to put yourself in your customer’s shoes to understand the experiences they have with your organization. How well do you put yourself in your customer’s shoes? Year in and year out, ...

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 ...

For a business to succeed, it needs to maximize the payoff from its customer experience. This payoff comes when customers remember their experience positively and choose to return, ideally bringing ...

Brands are using conversational interfaces to deliver customer experiences, but there's a catch: designing these conversations may be harder than they thought. Companies are awakening to the value of ...

The best customer service is built around what your customers need, feel and think about your brand. Mukesh Mirchandani of Freshworks shares four ways to put customers first in platform design There's ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. Let’s start by defining what ...

Retail design is undergoing a significant transformation, moving beyond aesthetics to prioritize operational efficiency and ...

Good customer service seems like common sense for businesses. But how valuable is it really? John Mitchell is President of Applied Marketing Science, a market research and consulting firm focusing on ...