Connecting competitive advantage and value to customer and business impact. As a Chief Design Officer (SVP/VP Design, Head of Design, etc.), you’re responsible for connecting the value and competitive advantage that design creates to …

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 …

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 …

The move from consumer products to consumer experiences is upon us. Customers see their interactions with brands as one continuous experience, and we need to design them accordingly. Understanding and designing for the end-to-end …

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 …

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 …

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 …