Case Study: Fake Airpods, dodgy dealers, and a brilliant eBay experience
I could tell the second I tried to open the box. That usual, perfect, satisfying Apple-designed ‘drop’ of the box from the lid was missing. In fact, I couldn’t open…
Category: Customer Experience
Customer Experience Stories
Simpler, Better, Faster, Colder: How AI is Changing Customer Experience
I didn’t really want to add to the pile of AI articles, not least for fear of our future overlords being able to look back on what things I said…
The Curse of Knowledge
It’s fair to say I have quite a ‘complicated’ garden. When we were buying the house, we had to have an interview with the owner, showing us the plants and…
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