Technology

I spend a lot of time running customer research and communicating what we’ve learned to stakeholder teams. A frequent challenge I see...

Today’s businesses run on software, whether they produce life-saving drugs, develop residential complexes, or manage a supply chain. The 2020 global pandemic...

The concept of ’emotional outcomes’ is one we use extensively in our customer experience management strategy and design work. Why? They help...

Imagine the following scenario: Ana is 57. She had been diagnosed with breast cancer and is being treated by her physician who...

A while ago, a member of my client’s head office asked me to walk her through the process of creating a customer...

The metaverse is gaining significant adoption across the globe and is now well beyond the hype circle. There is an opportunity for...