Using a Human Centred Approach to Transforming Customer Experience With Tabitha Dunn , Ericsson Chief Customer Officer and Head of Customer Experience employee experience , CX, EX

For fifty years the machine builders made money when things went wrong. A handful of them inverted that — and the proof isn't in a satisfaction score. It's in...

Trains, crushers and ship engines rarely appear at CX conferences. Yet over three years these companies put AI closer to their customers than most of the software industry managed....

You were paid once, on the day the machine shipped. Somebody is being paid every month to keep it running. Seven places to find the services worth building, five...