Near Field Communication (NFC) is a set of protocols that enables two electronic devices to communicate over a distance of five millimeters (~0.2 inches) or less. This technology has powered trillions of payment, access, and verification functions. The new 2028…
What happens when a routine customer experience is disrupted for the worse? DeAnn speaks about her recent shopping trip and her experience with the Costco membership card which left her with many questions on customer experience design, customer flow disruptions,…
Beyoncé starts her North American leg of the mega-successful Renaissance World Tour in Toronto, Canada with two sellout shows on July 8 and 9, 2023. As part of the occasion, she is partnering with luxury fashion and accessory retailer, Holt…
Building brand trust is not easy. Little things or small mistakes can lead to significant erosion of trust. Find out what happens to brand trust when DeAnn observed two little things on a recent trip to a grocery store. You…
People entrust grocers with their health and well-being. Details like expiry dates, pricing mistakes, and product details may seem small but will have enlarged brand implications.
For months, many travellers and industry bloggers were anticipating for Qatar Airways’ new Al Mourjan Business Lounge at the Hamad International Airport (HIA) named ‘The Garden’. What they did not know was the airline opening a world’s first lounge within…
Back in November 2020, McDonald’s embarked on a multi-year growth strategic program called Accelerating the Arches. It is now 2023, what has the chain done to build a better customer experience?
Forrester reported that average Customer Experience (CX) quality declined for the second year in a row for nearly half of the verticals reported. This decline is an opportunity for brands who understand the power of CX to continue pushing toward…
Apple introduced its first new retail product concept in years by announcing the Vision Pro at the Worldwide Developer Conference (WWDC) on June 6, 2023, with Tim Cook bringing back the missed “One Last Thing”. This new retail product could…
The business model for home and small business printing has not changed in many decades. Inexpensive to produce printing cartridges continue to power manufacturers’ profit margin in the printing business. As consumers embrace cloud technology, sustainability, and digital communication, should…