I became a huge fan of customer journey mapping the first time I was introduced to it. And after a few years of mapping, tweaking and presenting maps, my team and I started looking for other more exotic uses of this technique. We...
Robots are great for cleaning the floor and are perfect for exploring the moon. They’re just not that great at customer support. The last thing your customers want is another “We received your message” email or “Thank you for holding” recording. Robots only succeed in making customers feel ...
For interaction designers, it’s becoming common to encounter privacy concerns as part of the design process. Rich online experiences often require the personalization of services, involving the use of people’s information.Because gathering information to personalize a customer experience can in...
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