Latest in: Perspective
The digital usage numbers are big right now, with analysts saying much of that uptick will stick. But I’d like to look at this through a different lens for a moment… taking a more …
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By user
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May 8, 2020
As we evolve to an environment where design is a verb, organizations move into a level of maturity that peels away from Design is form-giving and a service, to Design is strategy. It’s no longer simply …
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By user
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February 28, 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
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 …
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By user
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January 17, 2020
Closing out 2019 and heading into a new decade… It seems completely appropriate to load everyone up with a slew of 2020 trends. See you next year! Five Trends Shaping The Future Of Customer …
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By user
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December 20, 2019
Anticipatory design is all about creating delightful experiences by understanding user needs and reducing decision fatigue. Design that’s one step ahead of you, leveraging past choices to predict future decisions. But how much should …
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By user
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December 6, 2019
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
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

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