5 Workshops to drive change
In the quest for customer-centricity, the most common enemy is not a lack of vision, but a lack of alignment and momentum. Teams often find themselves stuck in…
Articles
Experience Design
Latest articles
-
Read article: 5 Workshops to drive change
-
Running a workshop like a pro
Read article: Running a workshop like a proMeetings are where ideas go to die. Workshops are where they come to life. Here is the complete, step-by-step blueprint for designing and leading sessions that create momentum,…
-
The Art of the Guide
Read article: The Art of the GuideBeyond sticky notes and whiteboards, true facilitation is the art of guiding teams to collaborative breakthroughs. Learn the core principles that turn chaotic meetings into engines of customer-centric…
-
Your CX is only as good as your organization is fluid
Read article: Your CX is only as good as your organization is fluidOld processes and technologies can keep established organizations from creating exceptional customer experiences and achieving future growth. Good customer experience demands organizational fluidity.
-
How AI Agents are reshaping Service Delivery
Read article: How AI Agents are reshaping Service DeliveryThe most significant shift in customer experience design is the emergence of new actors within the service ecosystem: AI agents. These are not just tools; they are active…
-
From Silos to Journeys: A Guide to Customer-Centric Operations
Read article: From Silos to Journeys: A Guide to Customer-Centric OperationsTrue customer-centricity requires a fundamental shift in how organizations operate, from a product-focused mindset to a journey-centric one. This is not just a change in process, but a…
-
A new model for Service Recovery
Read article: A new model for Service RecoveryThe classic image of service failure, the undercooked steak, the delayed flight, no longer captures the reality of today's complex business landscape. What about a data breach that…
-
Uncovering Customer Insights: Analyzing your CX data
Read article: Uncovering Customer Insights: Analyzing your CX dataWhen customer research generates volumes of interviews, observations, and feedback, finding meaningful patterns can feel overwhelming.
-
Dark patterns steer customers
Read article: Dark patterns steer customers"At what point does customer experience management become manipulation?" Koen Peeters, Business and Service Designer at Proximus, poses this provocative question with the thoughtfulness of someone who navigates…