Ever since Elon Musk decided that limiting the number of tweets (or X’s) one could read was in our best interest, positive friction has been on my mind. What is positive friction and why does it play ...

For years, experience management (XM) in quick-service restaurants (QSRs) has focused on transactions: taking orders, resolving complaints, and measuring post-visit satisfaction. But today, that ...

Endings matter, too. The farewell or final interaction with a customer should be memorable. This will make the end of one journey feel like the beginning of another. Step off the monorail at Magic ...

When someone lands on your website, you have less than a second to make a conversion. Here are design elements that can hurt ...

Do you really know your customers? We’re all a service user, passenger, patient, tenant or customer of someone. We’ve traditionally defined customers as "people who pay money for goods or services," ...

Discover how digital experience platforms are redefining customer engagement in 2026 through personalization, omnichannel ...

In a time when mobile devices are relied on for everything from booking travel to tracking fitness regimens, consumers' expectations are often limited only by their imagination. Globally, mobile phone ...

As the telecom industry goes through a period of rapid change—buttressed by economic headwinds, technology changes, and evolving customer expectations—industry leaders are focusing on customer ...

The integration of artificial intelligence (AI) in the restaurant industry is reshaping dining experiences and operational efficiencies. From automating kitchen processes to personalizing customer ...