What does it take to adopt a well-defined CX design structure? Listening to customers is a good start. “Great customer experience design (CX Design) is about injecting purpose and empathy into ...

Ever since Elon Musk decided that limiting the number of tweets (or X’s) one could read was in our best interest, positive friction has been on my mind. What is positive friction and why does it play ...

Read parts one and two of this series. Seeing the importance of CX and having decided to integrate customer-centric thinking into an organisation is great. Believing in CX and having access to a CX ...

The axiom, ‘The customer comes first’ is not new to business. Whether you sell a physical product through a brick and mortar store or something virtually, at the end of the day it’s your customers ...