Too many companies squander the treasure that is customer feedback. The solution is creating a culture of continuous feedback.

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Designing and starting up a customer-experience transformation

To successfully initiate a broad improvement program, deciding where and how to start is the crucial first step.

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Using rapid process digitization to transform the customer experience

Transforming the customer experience requires a level of speed and precision that traditional approaches can’t meet. The best businesses do it in real time.

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Putting behavioral psychology to work to improve the customer experience

By understanding the considerations that influence behavior, companies can design and manage service encounters to maximize customer satisfaction.

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Bill Gates Says We're on the Verge of These 3 Amazing Technological Advances

Fortune

Yes, it's about robotics but also a cure for Alzheimers and "new" cement.

Brands Born Online, Reshaping the Retail Landscape

New York Times

Old story: technology is re-shaping retail landscape but interesting viewpoint on how "instant brands" can be created and what that means for retail sector.

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