Leading-edge consumer brands have transformed reactive, legacy service into proactive care-focused experiences, establishing a new consumer expectation benchmark. Now, this transformation is rewriting the rules…
Naps, BBQs, and Family Parties in the Workplace
Alejandro Castro Ruiz was thrilled to land his first job at a U.S. Fortune 500 company immediately after college. His upward trajectory in corporate America…
Customers Who Feel Understood Shop More, Complain Less
By measuring customer experiences and understanding emotions, one Brazilian retailer is beating large competitors and maintaining brand relevance. If you’ve ever spent time in Rio,…
Top 2020 AI Trends: Why People Actually Want More Machines in the Workplace
Artificial intelligence (AI) and machine learning will soon be everywhere, and we will learn to love them for all the right reasons. That is my…
Craft Beer: Just One Industry Where Experience Management is Business Differentiator
Most business leaders understand that experience is the major differentiator. Even so, many are struggling with how to better manage and improve the experiences that…
How to Revive the Mall Experience for the Digital Generation
Shopping malls must provide better experiences to re-purpose their existence. Connecting operational data (O-data) and experience data (X-data) could do the trick. Some shopping malls…
No more items to load
No more items to load