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Supporting customer experience through business processes
Branding… usability… look-and-feel… There are many tangible aspects that contribute to customer experience. However a critically-important factor is something that’s invisible to end-users, but makes...
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Designers in suits: Richard Buchanan
If you wanted to instill “design thinking” into today’s organizations, integrating it into a design school curriculum might seem like a good start. But Richard Buchanan made a more astute choice,...
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The “New consumer normal”
Do your customers behave differently than you’d hope and expect? Don’t simply label them as “fickle”, but instead recognize that they probably represent the “new consumer normal”; empowered by choice...
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