Case Study—This case study highlights the value of taking clients through their own ethnographic encounters during a customer experience project. It demonstrates how taking key project stakeholders on fieldwork builds their empathy with their sales and service channels and end-customers, and creates a space for reflection and an imperative for action. The case study includes examples from ethnographic encounters and how they led clients to have a new understanding about the customer experience, and take action. It underlines the value of ethnography in business as not just uncovering insights, but as a process stakeholders should be involved in to lead to effective human-centered strategy and direction for a client organisation....
We've worked hard to eliminate cookies that don't serve you and our nonprofit community. By clicking "Accept" you consent to our use of all cookies. To manage analytics and social cookies, click "Settings."
Necessary cookies are absolutely essential for the website to function properly. This category only includes cookies that ensures basic functionalities and security features of the website. These cookies do not store any personal information.
These cookies are used by social media links that you can use to share our content easily. If you use these links on our site, data will be exchanged with the platform on which you’re sharing (e.g., Twitter, LinkedIn)