This article is by David Armano, global strategy director at Edelman Digital. He leads their Digital Transformation Practice. Process. It’s a word that makes most people’s eyes glaze over. I get it.

While often used interchangeably, these two approaches — service design and experience design — possess distinct focuses and methodologies in CX. In the realm of user-centered design, two prominent ...

Successfully injecting generative artificial intelligence (AI) into customer service requires a systematic approach. Improving the customer experience using generative AI solutions is about ...

When I look at the gorgeous libraries in the annual Library Design Showcase, I always wonder what happened behind the scenes that led to a particular design. I’m especially curious how designers ...