Articles
Plain answers to real CX questions.
Articles on measuring, mapping, designing and leading customer experience, written by our faculty and guests. They are published once, on the international site, so every reader gets the same version.
Latest from the blog
In English
Automating work prevents you from learning
Reliance on AI tooling quietly erodes the judgment a CX team is later asked to exercise.
In English
Nobody was ever made customer-centric by downloading a template.
A template earns its place when the task is known and the risk is skipping a step.