Elevating Data-Driven Design to Meet Humans’ Emotional Needs

When working with modern technologies, the use of legacy design principles will only yield short-term benefits. The end result may satisfy purely functional needs, but it often falls short of truly addressing human behaviors and desires. For this reason, many organizations are turning to data-driven design. By applying analytics to how users navigate systems and […]

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Data-Driven Cultures: Keeping Humans in the Loop

Businesses everywhere are striving to become more data-centric, whether to improve customer experience, develop smarter products and services, or fine-tune decision-making. But while these initiatives rely heavily on technologies such as big data analytics and artificial intelligence (AI), developing a successful data-driven culture is not a technology problem to solve. The main ingredient of a […]

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Blockchain as a Design Thinking 2.0 Tool

I recently participated in an IDG-sponsored roundtable discussion on blockchain with representatives from the technology, consulting and academic worlds. All panelists agreed that we will see widespread adoption of blockchain technologies in business and beyond – but likely in ways we haven’t yet thought about. One common observation was that the business relevance of blockchain […]

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What is Customer Experience and Why Should Banks Really Care?

In the banking and financial services industry, customer experience often has been described as “generic,” “choppy” and “non-intuitive.” But today, the sector finally seems to be “getting it.” They are changing their approach to create a more engaging, relevant and proactive customer experience. Even today, much of the banking customer experience  centers on tasks rather than relationship-building and […]

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