Maslow’s hierarchy of needs is the kind of “see it everywhere, can’t remember where you learned it” concept that pops up every so often in conversations about psychology, social issues and ...

In 1999 Joseph Pine II wrote the book, The Experience Economy, which explained the transfer from customer service to customer experience. Since then practically most enterprises have embraced what is ...

In the quest for knowledge, science often prides itself on objectivity and empirical evidence. It is often contrasted with lived experience, which is defined as innately subjective and clearly in ...

Companies are struggling to provide a great customer experience because they're not focusing on what I call the total human experience. Between employees quiet quitting, customers frustrated by delays ...