Customer Experience


Minds Worth Meeting Episode 2: The Art of Customer Delight Part II with Thomas A. Stewart and Patricia O’Connell

By | Minds Worth Meeting, Customer Experience

In episode two, we continue our conversation with service design experts and co-authors of “Woo, Wow and Win: Service Design, Strategy and the Art of Customer Delight,” Tom Stewart and Patricia O’Connell. This time we go deeper into the service design topic to explore how businesses can leverage social media as part of their service design strategy, and opportunities for service design in government agencies.

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ATM cash slot

Why ATMs Are About to Get More Secure

By | Technology, Customer Experience, The Future

Credit card fraud cost the U.S. retail industry $32 billion in 2014. One of the easiest ways for a scam artist to gain access to credit card information is a “skimmer,” a small device illegally installed on an ATM. Now several banks are going for a technical fix: cardless ATMs. Anindya Ghose, the foremost authority on mobile economics and author of the groundbreaking “Tap: Unlocking the Mobile Economy” (MIT Press, April 2017), details the ways these new mobile-phone-based systems will make retail banking more secure.

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a row of smiling chocolate Santas

Make Sure Your Seasonal Employees Are a Holiday Bright Spot

By | Innovation and Design, Leadership, Customer Experience

The holiday rush is no reason to stop innovating. Thomas A. Stewart and Patricia O’Connell have designed a five-step program to help you make the most of your seasonal employees, allowing them to contribute to improvements that will help your business all year round. Temporary employees present an opportunity for you to try new reporting structures, practices, and processes.

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