by | Feb 17, 2014 | Consumer Experience, Organizational Behavior
In my last post I described what I call the Customer Experience Dilemma. The tension created when you need to develop a new offering with the ability to disrupt the market, and the competing forces often imposed by those that measure potential success based on...
by | Feb 9, 2014 | Consumer Experience, Organizational Behavior
I have spent my career designing customer experiences and the innovative products and services that enable them. Through the years there has been a consistent dilemma between designing to deliver on what consumers say they want, and designing to...
