Latest in: cx
Customer experience has become a significant competitive advantage in the travel industry, magnified by shifts in what travelers value. We’re on the cusp of an evolution in how emerging technology will enhance the travel …
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By user
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March 10, 2022
Last December, I had the pleasure of being interviewed for a report released this week: Transforming User Experience in Banking. “A human-centered design mythology offers the best way to truly understand customers and develop …
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By user
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April 9, 2020
Last August, I mentioned that people are concerned about fintechs/techfins getting into banking, but the real ones to watch are tech companies moving into financial services out of a necessity to remove friction in …
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By user
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January 31, 2020
This week, I’d like to share my recent CXSF keynote and interview (October 2019). The Secret To Transformational CX Design: Your Org Chart  [podcast]What does it take to design truly transformational, human-centric customer experiences? On …
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By user
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November 22, 2019
Because of liquid expectations, customers compare the ease and use of an experience against the best in all industries. This means that being the best in financial services is no longer enough. Customers are comparing …
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By user
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October 25, 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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