Customers today are passionate fans of properly designed self-service. In response, I've developed specific, reliable rules, based on customer experience design principles, customer service best ...

Within the world of SOA, services are the building blocks, and at the lowest level of the stack. SOA is an architectural style supporting loosely coupled services that enable the construction of many ...

The reality is that we are in an era ruled by uncertainty. In one recent survey, more than 80 percent of business leaders said that they were likely to make significant and long-lasting changes in how ...

Align privacy and security objectives with business needs Embed privacy by design and default Engage stakeholders early and maintain transparency throughout the process Minimize data collection and ...

Service design has revolutionized our lives. Here are 15 principles for getting it right, as illustrated by some of the world’s most prominent companies. But many services remain frustrating. Think ...

Technology is creating endless opportunities for companies, especially financial service providers, to roll out new solutions and enhance the client experience. However, keeping up with the pace of ...

A microservices architecture requires a carefully constructed group of individual components that work together with efficiency. Modular components depend on each other to build a larger application.

COVID-19 will change what it's like to eat at a McDonald's so much that maybe we'll just stick to drive-through. This Seattle restaurant is redesigning its entire business model in response to the ...