In the push towards improved customer experience (Cx), design stands out as an essential skill. But how does a company, particularly a large global one, build design capabilities and, in the process, transform bot, its culture and resulting products and services?.
To help Cx professionals with their own efforts, this case study looks at the methods that IBM uses to do just that.
Phil Muncaster reports on China and beyond
Jon Collins’ in-depth look at tech and society
Kathryn Cave looks at the big trends in tech