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Last week I joined other industry leaders at CXSF 2019 as a keynote speaker. Forrester holds these conferences bi-annually on each coast, bringing together a large gathering of customer experience professionals for two days …
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By user
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October 21, 2019
Human-centered design and innovation drives transformation. It’s based on the observation that the usefulness and desirability of a product or service isn’t determined by its technological sophistication, but whether people experience it as a …
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By user
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October 11, 2019
Changing behavior doesn’t happen overnight. Behavioral science is having a popularity surge as more realize its importance in designing experiences. As part of that trend, behavioral economics is gaining headlines highlighting that human decisions …
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By user
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September 27, 2019
When customers understand a clear value exchange, they are willing to pay for it. Amazon Prime started with 2-day free shipping that has evolved into something so much more. It’s really about changing customer …
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By user
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August 30, 2019
As we move from omni-channel to ubiquitous banking, we enter a world where we can eliminate friction and create banking embedded in the world around us — real-time, personalized banking when and where customers …
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By user
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August 16, 2019
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Quick highlight of things I found interesting this week at SXSW in Austin, TX. Enjoyed @amywebb talk at @sxsw2019 @FlourishVC Fintech Forward Basecamp - How Technology Will Shape Financial Services. @FTI published their 2019 …
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By user
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March 15, 2019

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