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2 min read
Customer Experience / Customer Journey
When less is more - why the best strategy in CX is about behavior quality
I do dumb stuff sometimes! And so do you. Even when there are better alternatives available. It’s a weird, irrational and deeply human behavior that I think we need to study more. Studying “the dumb stuff that people do” is what got Richard Thaler a Nobel Prize last year according to his own descrip...
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1 min read
Finance / Customer Experience / Retail / Public / Technology / Healthcare / Customer Journey
Using customer journey discovery to optimize the customer experience
Designing a solution that provides the means for a personalized and seamless journey is a challenge. If you can incorporate a holistic approach into a wider Customer Experience Management strategy that covers all areas of your store, branch, or hospital design, from doorstep to service, then it will...