Perspectives on CX, product design, business design, and AI transformation from Redesign Business.
NPS dashboards, journey mapping decks, and feedback that never reaches operations. The pattern is fixable.
Read → Customer ExperienceFive criteria that separate firms who deliver CX change from firms who deliver CX research.
Read → MethodologyOpen-ended consulting engagements fail mid-market companies. Here's why the sprint model works.
Read → Business DesignStrategy consulting ends at insight. Business design ends at execution. Here's how to tell the difference.
Read → Product DesignThe validation stack that compresses the distance between assumption and evidence.
Read → Business Design92% of tech investments haven't delivered. The root cause is almost never the technology.
Read → Retail · Customer ExperienceTraditional retail CX measurement captures less than 5% of actual in-store interactions. Here's how continuous data changes the picture.
Read → Retail · Customer ExperienceQueue wait time is the #1 driver of in-store CX degradation — yet most CX teams own the NPS dashboard but not the staffing model.
Read → Retail · Customer ExperienceOut-of-stocks don't just lose a sale — they damage trust, accelerate switching behavior, and rarely show up in NPS data.
Read → Retail · Customer ExperienceAggressive loss prevention creates hostile store environments. Here's why CX teams need visibility into LP decisions — and how AI changes the equation.
Read → Retail · Customer ExperienceBrand standards exist to deliver consistent CX. When they drift at store level, the first casualty is customer experience — not the compliance report.
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