A commercial proposition can be clearly defined, successfully launched and still be experienced differently by customers. This article explores what happens between intended value and customer experience, and the role of recognition, relevance and judgement along the way.

A customer experiences one accumulating journey while the decisions shaping it are made across different roles, functions and moments. This article explores what happens when customer consequences and employee experience accumulate in different ways.

As automation absorbs more predictable customer interactions, human attention becomes concentrated around what remains. The Exception Economy explores what this changes for judgement, performance, learning and the customer experience.