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, ...

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 ...

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 ...

To deliver innovative, customer-centric solutions through design thinking, we must begin with empathy. In its simplest and purest form, empathy enables us to not only experience and understand another ...

Launched in 2012, YourStory MediaBook Review section features over 285 titles on creativity, innovation, entrepreneurship, and digital transformation. See also our related columns The Turning Point, ...

Sprint: Did you know we have an online conference about product design coming up? SPRINT will cover how designers and product owners can stay ahead of the curve in these unprecedented times. When a ...

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 ...

Recent experiences with One Communications (OC), formerly GTT, show that they need to revamp their Customer Service design to become more efficient and highly responsive when a customer is having poor ...