How AI and automation reshape what we still call “human experience” The ancient thought experiment of the Ship of Theseus poses a deceptively simple question: […] The post The Ship of Theseus and the Future of Experience first appeared on New Metrics.| New Metrics
Much of CX thinking rests on narrow models of human behavior borrowed from marketing and management science.| New Metrics
At ProductPlan, we’re constantly striving to improve our products and services to better meet user needs. That’s why we were so excited to release our first-ever customer survey last month. Our customer survey was a pivotal step in our journey to thoroughly understand our customers’ challenges when using our platform. By focusing on these areas, […] The post What We’ve Learned from User Feedback: Enhancing Our Platform appeared first on ProductPlan.| ProductPlan
Escaping the Kafkaesque is a matter of institutional integrity.Leaders who design for coherence and transparency build durable trust.| New Metrics
Designing public services around life moments that matter is about being effective, human, and worthy of public trust.| New Metrics
What does it mean to be customer-centric in a world where expectations are shifting, technology is accelerating, and transformation is unfolding at national scale? For […] The post Matt Watkinson on CX, Human-Centricity, and Why It All Comes Down to Value first appeared on New Metrics.| New Metrics
Public services are typically built on three pillars: access, efficiency, and equity. These are foundational goals, and rightly so. But in practice, many services stop […] The post Designing Public Services That Citizens Value: Lessons from Pine, Kano, and Drucker first appeared on New Metrics.| New Metrics
Saudi Arabia’s telecommunications industry stands at a pivotal juncture, one shaped not just by infrastructure, but by rising expectations around service quality, innovation, and digital […] The post Rewiring Expectations: Redefining Customer Experience in KSA’s Telecom Sector first appeared on New Metrics.| New Metrics
Customer expectations are no longer shaped by product features alone. In today’s market, the way a company serves, listens to, and evolves with its customers plays a central role in how it competes and grows. This shift has led many companies to rethink their priorities and move toward models that ... Read More The post Examining the Operational Structure of the Customer-Centric Business Model appeared first on Bizcognia.| Bizcognia
See the most inspiring customer centricity examples from some of the most customer-obsessed brands. A must-read for every CX professional.| Netomi