AI Fast and Slow: Transforming Productivity and Customer Experience
There are two ways to leverage AI for yourself and your team: One that’s slower but more powerful, and the other that’s faster but more
22 August 2023
Blog
Customer Co-Creation: Your Secret Weapon for Competitive Advantage
Customers want to be involved in the way you solve their problems and help them achieve their goals. When you engage your customers in co-creation,
15 August 2023
AI Meets CX: How AI Is Reshaping The Customer Experience
One of the most powerful uses of AI is to enhance your customer experience – in every step of the customer journey, from brand awareness
4 July 2023
If You Don’t Ask, You Don’t Know
Last week, I spoke at a conference in Bali, Indonesia, for a group of 1,000 business leaders and HR professionals from all around the country.
5 July 2022
Your World, Redefined – A Day In Our Life in 2025
Right now, in early 2022, it’s easy to put all our energy into wrestling with the COVID-19 pandemic. That’s important, of course, but we’re also
25 January 2022
Create a Premium Non-Digital Experience
Last year, when the pandemic virtually shut down international air travel and devastated the airline industry, Singapore Airlines – like most other airlines – grounded
12 April 2021
More Customers Want a Faster Experience
I went to breakfast last week at a restaurant that provided QR codes for ordering directly from the table. Each table has a QR code
2 March 2021
Better Than Referrals – Share the Customer Experience
A crisis like a global pandemic makes everybody re-assess and re-evaluate what’s important to them. And that includes your customers. So don’t assume you know
2 February 2021
Start Before You’re Ready
If you’re one of the more than 500 million users of the file sharing service Dropbox, you know how convenient it is for managing files
8 October 2020
Ten Trends for the Airport of the Future
Forget the endless queues and delays – the airport of the future will be a destination in itself. Airports around the world are reinventing themselves
5 February 2019
