Our ideas

INTERSECTION15 (28-30 april, Berlin) was integrated with Design Management Europe under the motto 'Design to align'. Attendees with various backgrounds, professions and perspectives all shared their common interest: getting design at the strategic level of the enterprise.

Most companies view customer experience as a task (or chore) rather than a mission. They assign some employees to focus on customers while the rest of the company goes about its business. In this way, many CX initiatives and activities fail in the long run.

B!RDS on a WiRE has had another successful year. Regularly, we managed to publish relevant, interesting and valuable content. This year our focus has been on the interaction of design thinking and systems thinking, design for login/security and CX excellence.

A plea for a tight cooperation of brand experience and user experience professionals in the financial sector. Such an alliance delivers many opportunities for financial organizations to improve their customer experience in general and their credibility in particular.

To consistently meet or exceed customers’ expectations, firms must take a systematic approach to digital customer experience management. You can now download our free thought leadership report written by Forrester.

"Every business is a service business in some sense these days," says Mark Di Somma in a recent post on customer brand experience. For that reason, customers expect "customer service" as a pre-condition in their relationship with a company.

Similar to operational, financial or strategic excellence, customer experience (CX) excellence is an organizational competence, capability or capacity. In the 21st century, organizations with a high degree of CX excellence are more successful than others. They focus not only on the needs, expectations and dreams of customers, they also tend to have high levels of […]

On the web, there are several debates about the future of information architecture. Some of the debaters warn us about the near death of the information architect (Joshua Porter). Others foresee information architecture 3.0 (Peter Morville) and then there are evangelists who believe that the future of information architecture will be about architecting massive networks, […]