Category: Customer Experience

In this blog, we discuss cognitive computing and other technologies with a focus on supply chain management and innovation. Other topics of discussion include digital enterprise transformation, marketing, the Internet of Things, and smart cities. Our goal is to advance the public discussion about how cognitive computing and other advanced technologies affect the world in which we live.

Bradd C. Hayes is the active editor of this blog.


Focusing on Customer Experience

The late Sam Walton, founder of Walmart, insisted, “There’s only one boss; the customer.” And, in most organizations, pleasing the boss is essential for success. If the customer is the boss, and

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Customer Experience and Technology

The pandemic has increased the importance of customer service and customer experience. In a previous article, I wrote, “As we struggle to find a way out of the pandemic, companies can help

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Customer Experience and the Human Touch

“Humans are inherently social,” declares Simon N. Young, Professor Emeritus of Psychiatry at McGill University in Montréal. “Given the importance of social interactions for humans, it is not surprising that most psychiatric

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Customers Want to Be Treated Royally

A line from the pop hit “Royals,” by New Zealand singer-songwriter Lorde, reads, “We’ll never be royals, it don’t run in our blood.” That’s true for most of us; nevertheless, like Lorde,

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