Customer Experience
What does a large company pay for when it skips the customer?
Customer research habits inside large companies, and the rework cost when teams skip the conversation with a user.
The S-Curve·
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Customer Experience
CX transformation dies on SharePoint. The version that works is one page on a wall with an owner.
The longer take lives on the customer experience hub.
Customer Experience
Service design inside a top-tier legal practice
Workshops with Allens / Linklaters on the unglamorous seams clients actually feel.
The S-Curve··
