A recent podcast from “This American Life” told the story of a New York literature professor who set a goal to read one shelf of books in her local library. She wanted not just to experience the jewels of the library, but also the average, or even the mediocre books, too. In her quest, she discovered some unknown treasures. This kind of “planned serendipity” stuck in my mind.
Serendipity in CX
As customer experience (CX) experts, Tahzoo tends to focus on....