Customer Experience

Too many options make everything more complicated. Take your pick – brands, KPIs, products – having too many choices and options muddies the water, making it difficult for people to pick or prioritize. In this post, we’re going to focus on companies offering too many products and their effect on customers. The same logic can […]

This article was originally published on ICMI.com in July 2019. In many organizations, the teams supporting customers typically recruit more often than any other department. Continually hiring can be challenging. The process of finding the right employees capable of doing the job, coupled with being customer-centric, can be daunting. Suppose you are also looking for

In the last decade, there has been a proliferation of superhero movies rolling into theatres worldwide, exciting fans, eager and sometimes impatiently, waiting for the next adventure. These movies are incredibly entertaining, with the hero often prevailing to save the day. Many of these people want to be just like some of these superheroes, swooping