Why Design Thinking is Necessary for Excellent CX

As many organizations clamor to become more customer-centric, a lot of businesses overemphasize customer mandates for speed and efficiency and further shed the experiences that nurture long-term customer loyalty.

Innovation consultant Colin Hunter, Founder and CEO of Potential Squared, shares insight on how his team trains leadership teams to instill behavioral change within their organization to bring forth a better customer experience. Hunter also shares why design thinking sometimes fails and the type of problems that it's meant to solve.

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