Explore our collection of whitepapers and studies to discover how forward-thinking businesses can reimagine their approach to delivering value to customers and society.
A guide on how to build services that meet the market’s main expectation, both for brands and customers: a relationship based on genuine connection.
An in-depth look at experience metrics that help organizations keep their finger on the pulse of their customers and advance in managing the experiences they provide.
The second edition of this study—three years after its launch—revisits the tensions, maps out what has changed since then, and identifies new tensions that impact our lives today.
A deep dive into the organizational frictions that prevent companies from delivering truly seamless, integrated, and omnichannel experiences.
The pandemic catalyzed discussions and demanded swift actions from individuals, governments, and organizations. Which value propositions will remain relevant in light of the behavioral changes we experienced during this period?
