Previous articles illustrated how to confirm experiences from the customer's and patient's point of view. We explained the requirement for companies to understand their role and impact in the end-to-end eco system before defining their own CX strategies. These concepts were illustrated using CO...

Many EU countries have moved ahead successfully with their COVID19 vaccination program. My previous article explained how all interactions with businesses, products and services, always result in customer experiences. No matter what, actors simply do not have the option of doing somet...