Balancing AI and humanity. The future of customer experience lies in blending AI’s efficiency with human insights to create authentic, emotionally engaging interactions. Emotional intelligence in CX.

In 1999 Joseph Pine II wrote the book, The Experience Economy, which explained the transfer from customer service to customer experience. Since then practically most enterprises have embraced what is ...

Human-centered design has been the core of advanced design thinking. Giving importance to empathy, real human requirements, and usability has impacted the way professionals develop services, websites, ...

Apple store, Cupertino, Calif. Image courtesy author. In the dynamic world of retail, the gap between brands and consumers can quickly escalate from a minor crack to a Grand Canyon-sized disconnect, ...

Ken Burns and Sarah Burns discuss their new documentary "Leonardo da Vinci." The renaissance genius Leonardo da Vinci is known the world over as the painter of the Mona Lisa. Leonardo also was an ...