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Design, meet data: Unlocking
design ROI

November 17, 2016

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Transforming the customer experience is a top priority for many if not most corporate leaders. But when it comes to improving the customer experience within and across touchpoints, many find themselves at loss. Sure, it’s relatively easy to identify and make incremental changes to improve some aspects of the experience. Tactics such as basic digital-interface improvements or upgrades to call-center scripts usually deliver some lift in customer satisfaction—but not much. Customers expect these fixes already, and the small-scale changes do little to create significant business impact…