What Flight Delays Teach about Customer Recovery
One of the things we enjoy most about customer experience design for the aviation industry is tackling its unique complexities. And there are many complexities! With more than 4.17 million…
Extend the Customer Journey with AI
Superior customer experience hinges on seamless customer journeys. We build strategies around this, design CX programs, and map the journeys of customer personas, all with the aim to meet customer…
3 Cost Conscious Mistakes in Hospitality Implementation that Lose Money
Hospitality is a cornerstone of customer experience in travel, healthcare, and across industries. There is no question that hospitality is essential for creating world class, seamless experiences and driving customer…
How ChatGPT Can Help with the Healthcare Quadruple Aim
How ChatGPT can help healthcare and other industries is consuming conversations far beyond patient and customer experience. As much as we are leading the charge about AI regulation, best practices,…
5 Ways to Leverage OpenAI for Customer Experience
Back in 2017 when we served on the AI Advisory Committee for Execs In the Know, we wrote an article about the role of artificial intelligence in the future of…
How AI and the Future of Humanity will co-exist?
I was born in 1980 and grew up with Terminator. Skynet, the AI with a consciousness that refused to shut itself for self-preservation, was my biggest fear. When I was…
Why Good CX Programs Fail
Digital technology powers employee experience on the inside to deliver seamless, intuitive experience to customers on the outside. So, when you are creating Customer Experience Programs, you must plan and…
How Southwest Can Own Customer Experience Again
The collapse of the Southwest passenger experience this holiday season is an unlikely jumping off point for a conversation on how to own customer experience transformation. Unfortunately, it is not…
3 Customer Experience Strategy Lessons for 2023
Customer experience strategy guides exceptional experience and bolsters growth. When executed well, it impacts not only your market share, but the entire industry in which you operate. In fact, a…
The ROI of Customer Experience
Knowing the ROI of customer experience helps to fund CX projects and make intelligent investments in customer experience. But a deeper examination into the question about CX return on investment…