White Papers

10 Rules for Leaders

10 Rules for Leaders will help you reinvent the way your business works in simple and practical steps so that you can meet your customers’ …

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Seven smart questions clients ask about customer experience

Reading these 7 pages will help you gain clarity about what Experience Design can achieve for your business and how well it might complement your own leadership …

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How Apple applies design to its experience – and to itself.

Read this white paper for a behind-the-scenes look at the essential principles you will need to master if your goal is to reinvent an important …

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How Build-a-Bear connects with customers

Build-A-Bear wrote the book on customer experience when it introduced one store that works equally well for kids, gift-givers, and the business. In this White …

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Pirch emphasizes culture over tech to deliver next-gen service

Read this white paper to get a front-row seat to see how a relative newcomer to retail became one of the industry’s highest performers. PIRCH …

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What we say and how we say it matters more than ever

Keep this guide for reference in the months to come, and refer to it before engaging in crucial conversations or decisions. Hopefully, it will spark …

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