Strategy

Against the rote ‘Would you recommend us?’
Air Canada director reveals the ‘Trojan horse’ that introduced its improved design system
What Gap’s ‘Fashiontainment’ strategy means for customer experiences
How Claude is swallowing the B2B SaaS experience
Why doom spending is never a great customer experience 
A real-life conductor helps explain the art of AI orchestration
Columbia House is dying. Its CX lives on.
A quarter of consumers say they’re more skeptical of reviews on retail sites
SupportNinja CTO authors AI human-in-the-loop framework
61% of brands consider adding experiential rewards to loyalty programs
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