Customers today are passionate fans of properly designed self-service. In response, I've developed specific, reliable rules, based on customer experience design principles, customer service best ...

Why you need to put yourself in your customer’s shoes to understand the experiences they have with your organization. How well do you put yourself in your customer’s shoes? Year in and year out, ...

Much is said in the corporate world about customer-centricity: It is an approach that focuses on user needs, desires and limitations to generate innovative solutions. Delivering solutions based on the ...

Unlock the full InfoQ experience by logging in! Stay updated with your favorite authors and topics, engage with content, and download exclusive resources. Vivek Yadav, an engineering manager from ...

Today, marketing professionals are under a ton of pressure to understand and improve customer experience. Brands and marketers alike realize that paying attention to what you say in your ads, ...

Just when you think you’ve got this whole “knowledge economy” thing figured out, here comes the “creative economy” – the world in which your ability to succeed and add value is limited only by your ...

Explore the six factors that can facilitate an exceptional customer experience through a brand’s website. Brands today are increasingly focused on crafting an exceptional customer experience across ...

The best customer service is built around what your customers need, feel and think about your brand. Mukesh Mirchandani of Freshworks shares four ways to put customers first in platform design There's ...

It’s easy to find and compare the tech for every solution in the world that claims to solve your problem, and there will be many. Most often the differentiators go beyond the product, into the ease of ...

A lot depends on what growth stage you’re in. Customer success teams share many responsibilities across companies. They need to ensure that customers are achieving value with a company’s products or ...

Healthcare organizations need to offer greater convenience, choice, and cost transparency, as consumers increasingly demand personalized and patient-centered care, according to the 2019 Healthcare ...