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 ...

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Within the world of SOA, services are the building blocks, and at the lowest level of the stack. SOA is an architectural style supporting loosely coupled services that enable the construction of many ...

A version of this article appeared in the Spring 2017 issue of strategy+business. Airlines routinely rank near the bottom of customer satisfaction surveys. But we would wager that most customers, like ...

The reality is that we are in an era ruled by uncertainty. In one recent survey, more than 80 percent of business leaders said that they were likely to make significant and long-lasting changes in how ...

Technology is creating endless opportunities for companies, especially financial service providers, to roll out new solutions and enhance the client experience. However, keeping up with the pace of ...

Using Privacy by Design Principles An outline of data privacy and cybersecurity issues for organizations to consider when designing and developing a product or service using Privacy by Design (PbD) ...

A microservices architecture requires a carefully constructed group of individual components that work together with efficiency. Modular components depend on each other to build a larger application.

COVID-19 will change what it's like to eat at a McDonald's so much that maybe we'll just stick to drive-through. This Seattle restaurant is redesigning its entire business model in response to the ...