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 ...

Organizations talk big about customer success but too many are “front-end loaded,” focusing on obtaining a customer, while ignoring post-sale service. Is your organization intentionally designed for ...

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 adage “the customer is king” will always ring true, no matter what industry you’re in. A negative customer experience can lead to the demise of a business if its leaders can’t figure out how to ...

AI and the CXO are reshaping customer experience as leaders build adaptive systems that respond in real time to customer needs and expectations.