Resources | Purposefully Human

Always human, sometimes a customer: The distinction that could be undermining CX

Posted by David Wales | Mar 28, 2023 | Needs & Empathy |

My career in CX began unintentionally when I tried to answer what seemed a simple question: Why...

Following a recent visit to Disney World to do customer experience observations, I was greeted by...

Posted by David Wales | Mar 26, 2023 | Purpose & Attitude |

At first glance this may seem a matter of semantics but, as is often the case, terminology...

I am reading “Ulysses” by James Joyce, regarded as one of the great works. What does James Joyce...

Posted by David Wales | Mar 24, 2023 | Needs & Empathy |

I’ve learned that people will forget what you said, people will forget what you did, but...