The bet on Customer Transformation to build enduring relationships

Maria, who lives in Luxembourg, was dreaming about going to Porto in May 2020, taking advantage of the abundant number of bank holidays during this month. She even booked her plane tickets and accomodation quite in advance, cleverly anticipating that prices would go high during this period. In March, she …

Business design and the future of business

“People ignore design that ignores people,” stated Frank Chimero, Brooklyn-based brand and product designer, some time ago.  Design is and has been an integral part of any successful business for centuries. However, only recently, businesses across the globe have acknowledged more noticeably the value that design adds to any outcome …

Customer-centricity at the core of business strategy

Most businesses nowadays are obsessed with customer experience. But it’s that kind of fixation  that will do good eventually. Efforts to mitigate the Covid-19 pandemic have pushed us into using online services more often, especially during confinement. More than ever, individuals demand first-rate, personalised, digital experiences with user-friendly interfaces that …

Five podcasts on technology matters you have to master in 2020

It’s already 2020. A new decade starts off. If you had to search for three adjectives to define the previous one, what would they be? Because it’s a difficult exercise, we chose two-word adjectives: technologically restless, politically surprising and environmentally disappointing (however, the rise of ESG investments and sustainable finance, …

The importance of Me in Media and how it’s triggering a revolution in business

The Media and Entertainment industry (M&E) is going through one of the most fascinating transformations of all times. It is restless and dynamic, and placing all bets on testing and quickly adopting new tech. But, the tech we consider as new today is, quite likely, not going to be new …

Six Customer-Experience related books our experts recommend for your business

Revolution vs incrementalism to design true customer journeys? Despite user experience (UX), user interaction (UI) and related matters becoming more and more ubiquitous in business, the reality is that only 13% of organisations think of the customer journey when structuring themselves according to latest research*. Most Customer Experience (CX) decision …

Why “design for experience” is becoming the new normal

UX, CX, UI, Service design, product design, you name it: we find hundreds of articles defining them, clarifying their scope or even comparing them. This overwhelming information shows these disciplines are thriving now, however, their principles have been for a while among us. Traveling back in history, Leonardo Da Vinci, …

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