Many brands fail to craft these omnichannel experiences based on their most important commodity: humans. The experiences customers have with brands involve many digital elements, including everything ...

Model Context Protocol (MCP), a new open standard that defines how AI systems connect to data and tools, helps solve the ...

For years, experience management (XM) in quick-service restaurants (QSRs) has focused on transactions: taking orders, resolving complaints, and measuring post-visit satisfaction. But today, that ...

Over the last several months, many organizations have modified their normal procedures, policies and customer interactions in response to the Covid-19 pandemic. Some organizations have managed to keep ...

The value of design thinking has been well documented in the past. This value can range from increased adoption to more revenue. With some minor modifications to already common software development ...

In the experience economy, AI transformation is forcing organisations to reassess the role of human capital in delivering exceptional customer experiences. Is AI’s value maximised when it reduces ...

In a provocative Harvard Business Review article, researchers from the Corporate Executive Board (CEB) argued in 2010 that companies should Stop Trying to Delight Your Customers, because “wowing” ...

The retail industry has experienced a great deal of change over the last 2½ years with the accelerated growth of online sales, the introduction of new safety protocols, the expansion of experiential ...

In a time when mobile devices are relied on for everything from booking travel to tracking fitness regimens, consumers' expectations are often limited only by their imagination. Globally, mobile phone ...