Customers today are passionate fans of properly designed self-service. In response, I've developed specific, reliable rules, based on customer experience design principles, customer service best ...

Editor's Note: This article has been updated on August 28, 2023 to include new data and information. In the digital age, the way a product or service feels to users can make or break its success. At ...

Amazon’s domination reinforces a theory that is sometimes difficult to digest in the design community: successful design experiences do not always have to be beautiful. Design is subjective, of course ...

An online casual gaming company was testing a new piece of functionality. It did a standard A/B test where half of the players saw variant A and half saw variant B. The test concluded that variant A ...

Whenever you design a sample for a CX project, you lay an indispensable foundation for creating reliable and functional insights for your organization. For too many, improving customer experience ...