Companies like Airbnb and Uber seem to have less control over customer experience and seem to be managing multiple stakeholders whose interests are sometimes at odds. How does that impact the way you design customer experience? This question was posed to Dom Goodrum, VP of Design and Employee Experience at Percolate, a marketing software firm, […]

In Case You Missed It — Here’s a round-up of my most popular content from this month, March 2015: CNBC Closing Bell interview: Starbucks’ ‘Race Together’ Campaign Goes Cold — Bill Griffith interviews me.           Forbes column: What You Can Learn About Customer Experience From Sharing Economy Companies — Easy, effective, and emotionally engaging experiences seem indigenous […]