This article discusses how airlines like Indigo and Air India missed the chance to build customer goodwill during a crisis by ...

At the ETBrandEquity CX+ Summit 2025, Ikea India's Aleksandra Shestakova highlighted empathy as the core of future customer experience. She shared how understanding fundamental human needs, like ...

Human-centered design is about understanding what people actually want and need before making business decisions. This ...

Quiq reports that retaining customers is crucial for profitability. Effective strategies include personalizing communication, ...

Some saw cynicism in the photographer’s pictures of everyday life in Britain during his nearly six-decade career. But he said ...

MINNEAPOLIS – In 2022, Christina Baldwin decided to tour the American Swedish Institute in Minneapolis. On a TV in one of the rooms, an 18-minute physical comedy sketch was playing on loop. The 1963 ...

Long before she became Domino’s global CMO, Kate Trumbull was a young graduate sitting in conference rooms at a consulting ...

India’s credit landscape isn’t just evolving – it’s accelerating at an unprecedented pace. Over the last decade, we’ve built ...

We are seeing the beginning of the zero-interface (zero-UX) era: a world where the best user experiences are the ones you ...

Negotiation is typically reserved for high-stakes situations, like hostage scenarios. But what if I told you that the same ...

From unclear next steps to impersonal systems and delayed follow-ups, friction points—big or small—can quickly erode a buyer's trust and derail a purchase.

When entrepreneurs think about growth, most focus on acquiring new customers, including chasing fresh leads, launching ...