Can Futuristic Concept Designs be Counterproductive?
Can future concept designs – or more specifically – videos that show futuristic concepts design actually be counterproductive? I started to think about…
Customer Journeys: An Introduction
A definition of Customer Journeys
Customer Journeys are an essential concept in the domain of customer experience management. A customer journey…
Service Recovery: A Best-Practice has become State-of-the-Art
Service failures happen in every organization. Even in the best-managed organizations it is impossible to guarantee a 100% service level and if one thing…
How Google and Facebook might lose their edge by selling out their users
I am not a big fan of doom saying and predicting the demise of two of the…
How Organizational Silos created an User Experience Deadlock at Microsoft
Microsoft gets a lot of heat for the purported lack of quality, usability and…
Better Customer Service, Lower Costs: Five Opportunities to Make it Happen
Customer service has an interesting role in many organizations. Everyone agrees…
Celebrating Customer Experience: Apple Retail 10th Anniversary Poster
Apple recently celebrated the 10th anniversary of opening its first retail…
Announcing userfeedback: Online Usability-Testing
It has been quiet recently on this site and I am happy to share with you the reason why: I have just launched a new online service called userfeedback….
Share-Engage-Connect: Impressions from the 3rd Customer Experience Forum in Berne, Switzerland
Share-Engage-Connect: This is the vision of the Customer Experience Forum, a conference that is organized twice a year by Zurich based Customer Experience Consultancy Stimmt AG and Swisscom, Switzerlands No. 1 telecommunication company. The idea behind this event is simple: an exclusive conference for customer experience pioneers to share knowledge, engage in discussions and connect with each other to further develop their knowledge about customer experience management and design thinking.
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