There are many downsides to reducing customer interaction in travel, including the potential reduction in the perception of ‘warmth’ of the brand and lost opportunities to create ‘magic moments’ through service.

Benefits, guidelines and tools for developing effective animated icons.

Delivering a seamless customer experience is more important than ever. In fact, it’s the primary way digital disruptors, like Uber and Amazon, are taking share from more traditional brands.

No matter how promising or worthwhile a site is, when it starts to trigger negative reactions in users, they usually abandon it quickly. So what are the negative reactions we get from users?

Target currently gets less than 5 percent of its retail business from digital, however, CEO Brian Cornell is looking to change that.

One of the problems with the label "digital strategy" is that there's not a common understanding of what it actually means or should contain.