My Blog

You’ve read the reports, sat through the board meetings, and perhaps winced at the sky-high token count of an over-ambitious Generative AI pilot. You know the truth: AI is not a magic wand for cost-cutting, especially not in high-stakes Customer Experience. The goal shouldn't be to replace humans with machines; it should be to strategically leverage automation to handle the transactional and free up our most empathetic agents for the truly transformational.

Brand portfolio mergers are often seen as simple exercises in corporate restructuring. However, the reality is far more complex.

Identify key factors that make a mineral water brand successful and discover the possibilities of merging beauty and hydration.

Wondering why your one-size-fits-all strategy for wooing Gen Z ends up fitting none, welcome to the club.

The concepts of personas and archetypes are often interwoven in customer experience design, but their application differs.