In this article, we will introduce what service design is and explain why without it, there cannot be a good customer experience. Over the years, the taxonomy of design has grown more and more ...

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 ...

Certainly, nobody requests bad service. But it is not surprising these days to get it. Between voice mail connected to deep space, the helpful suggestion to go back and "read the manual," and the ...

Organizations talk big about customer success but too many are “front-end loaded,” focusing on obtaining a customer, while ignoring post-sale service. Is your organization intentionally designed for ...

Often times when I go to the Taco Bell in Ithaca, I usually enjoy having a couple of laughs with the person taking my order. That’s all it takes. If we can have a genuine 20 second conversation, ...

The best customer service is built around what your customers need, feel and think about your brand. Mukesh Mirchandani of Freshworks shares four ways to put customers first in platform design There's ...

Unlock the full InfoQ experience by logging in! Stay updated with your favorite authors and topics, engage with content, and download exclusive resources. Vivek Yadav, an engineering manager from ...

Nordstrom has the reputation for delivering amazing customer service. While definitely not the lowest price in town for clothes, they offer so much value in the form of great people, selling great ...

Does your QSR's accommodation for, and use of restaurant tech impinge or improve upon your customer experience? A noted restaurant designer told a crowd at the National Restaurant Association Show ...

That’s how Robert Avila describes his Covina business, and it’s an apt description seeing as Constantine Creations is a family-owned jewelry store. “Our store looks like a little house and that’s how ...