The disciplines of marketing and sales have traditionally owned a controlling stake in building customer relationships. On the surface, this makes a certain amount of sense: We need to make customers aware of our offerings and get them in the door. And certainly, this focus on attracting, or hunting, new customers has been a short-term (Read More...)
When I learned about the field of user experience in the mid 1990s, its primary objective—making technology easy to use—was easy for me to grasp. My education in cognitive science, psychology, and computer science gave me tools and frameworks that I could immediately apply. Service design took a bit longer for me to grok. (Read More...)
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