Customer Experience

Where the Best Ideas Come From

It probably won't be your next hackathon. Or the smartest person in the room.

Exposure: Still The Silver Bullet of Customer Experience

Jared Spool describes the closest thing he’s found to a silver bullet when it comes to creating great product experiences.

It's Time to Redesign Our Design Teams

The convergence of two important trends is creating new possibilities for innovation and product teams worldwide.

User Testing with 5 Users: First-Line or Waste of Time?

There are dearly-held beliefs in most disciplines, and user experience design is no different.

Bold Measures: 10 Metrics for the Customer-First Insurer

Success in today’s fast-changing insurance world demands new ways of thinking and new ways of keeping score as well. Traditionally,...

Great Expectations. What Insurance Customers Want Now

Based on a raft of recent studies by Majesco, Accenture, Bain and others, today’s P&C insurance customers look and act a lot like travel,...