Customers today are passionate fans of properly designed self-service. In response, I've developed specific, reliable rules, based on customer experience design principles, customer service best ...

A version of this article appeared in the Spring 2017 issue of strategy+business. Airlines routinely rank near the bottom of customer satisfaction surveys. But we would wager that most customers, like ...

The reality is that we are in an era ruled by uncertainty. In one recent survey, more than 80 percent of business leaders said that they were likely to make significant and long-lasting changes in how ...

A monthly overview of things you need to know as an architect or aspiring architect. Unlock the full InfoQ experience by logging in! Stay updated with your favorite authors and topics, engage with ...

Design, develop, and deploy products and services in a user-friendly manner. Incorporate respect for user privacy into the organization’s culture and the product or service life cycle.

Within the world of SOA, services are the building blocks, and at the lowest level of the stack. SOA is an architectural style supporting loosely coupled services that enable the construction of many ...

Technology is creating endless opportunities for companies, especially financial service providers, to roll out new solutions and enhance the client experience. However, keeping up with the pace of ...

Do you truly want to know how customers view your customer service (and can handle the truth)? If so, here’s a 10-point consultation that will help you do exactly that through improved customer survey ...

A microservices architecture requires a carefully constructed group of individual components that work together with efficiency. Modular components depend on each other to build a larger application.