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Insights, ideas, and tools to reimagine your customer experience.
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Trust: the CX metric that actually matters
Driving the case for CX Design investment
Engine becomes an Employee-Owned Trust
Designing customer experience in 2026 and beyond
Close the gap between design and delivery: 5 tips for success
10 design principles to build a strong foundation for trust
Trust could be costing you millions
4 ways to transform CX through cross-functional leadership
Turning visits into relationships: designing destinations that last
Why too much choice hurts your destination
Making big ideas stick: How Engine unites vision and execution
Host, don’t operate: the human side of designing destinations
Winning over hearts and minds: the secret to creating a lasting design and change culture
Designing destinations that people feel
Why siloed CX strategies fail
Why the approach to loyalty is broken – and what to do about it
The science of feeling: why emotion is the hidden driver of customer experience
Six ways to improve customer experience in aviation
9 key learnings from working with Dubai Airports
6 reasons customers personas can help you create experiences your customers love
5 ways a company can benefit from a service blueprint
How target customer journey mapping can revolutionise the customer experience
9 steps to create a compelling vision
Solving the rail industry's biggest challenges through CX design
How Customer Experience Design can help you stand out
Six top tips for designing great visitor experiences
Designing visitor experiences: The five touchpoints that matter most
Designing travel experiences that matter
Beyond efficiency: Why accommodating every passenger matters
Access all areas: Why airports need to adapt their passenger experience strategies
Customer Experience Design - the bridge between strategy and delivery
Solving the accessibility challenge: reimagining passenger experiences
The role of emotion in journey mapping
How customer experience design can solve retail’s biggest challenges
The art of personalisation - using data to enhance the retail customer experience
Beyond the hype - emerging tech in customer experience
Accessibility as an experience
Is your CX reinforcing your brand or working against it?
Is customer feedback enough to design great experiences?
How inclusive design is transforming rail travel
How technology is revolutionising the rail experience
Can rail really rival flying?
Crafting frontline behaviours to reflect your brand
How to deliver great customer experience through your people
What is an Experience Master Plan?
You can't buy passenger experience
5 reasons your customer experience strategy isn't working
What are the fundamentals of a world-leading CX strategy?
Harnessing emotional connections: The key to customer loyalty and competitive success
Standing out in a crowded market: Cultivating distinctiveness in your organisation
Embracing the “outside-in” perspective
The power of a compelling vision in business: Lessons from Amul and The Body Shop
Be vision-led, be successful
Engine’s Six-Step Methodology to Building Effective Customer Personas
Understanding Your Customers: How Customer Personas Drive Business Value
A Masterclass in Perfecting Your Personas
Blockbuster’s Downfall: The Consequences of Ignoring Customer Needs
The power of putting customers first: Unveiling the value of customer-centricity
Is your organisation truly customer-centric? Here’s your checklist
5 tips to start your customer-centricity journey
What is customer-centricity, why is it important, and how do big brands do it?
Bridging the gap: The synergy between digital product design and service design
Customer-led vs technology-led: Leveraging service sesign for digital products
Building a strong case: Why you should be doing user-centred design
Crafting exceptional customer experiences: Building a CX Vision and Strategy
Six essential tips for crafting exceptional customer experiences
Using service design to overcome common customer experience challenges
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Understanding innovation and design and how they work together
How to create the right customer experience strategy for your organisation
What is customer experience and why is it important?
How do I achieve a connected service? Do connected service design
When should I use service design vs UX design?
What are fully connected services and why are they valuable?
Meeting the expectations of today’s consumers: 10 service design fundamentals
Hybrid support services are here to stay
New ways of working: How can we design for the changing ways people work?
How will the metaverse change the way customers interact?
Chatbots: Three service design challenges
Why I love service design and why you might too
Connected service design: The art of a fully-connected service
The future of retail is omnichannel: the 7 most important things retail brands should do
The importance of adapting service experiences to rapidly-changing customer needs
How to win more customers: Design an easy and enjoyable experience
Great workplace experiences don't happen by accident; they are designed
THAT Retail Concept Store wins “Best Experience Design” Award
The rise of the Chief Experience Officer
Five top automotive brands for customer experience in 2022
Five top UK companies for employee experience in 2022
The future of education: Pandemic stories
Five top UK retail brands for customer experience in 2022
Designing a better education system for our children
3 Steps to align your customer and employee experience
Getting ahead in today’s experience economy: Why employee experience is critical
Service design: The key to creating a world class employee experience
Which factors have the greatest impact on employee experience?
The 10 principles for designing people-centred workplace experiences
The future of automotive retail: the 5 most important things automotive brands should do
The future of automotive retail: The importance of merging digital and physical experiences seamlessly
Managing culture change: The challenges facing the automotive industry
Overcoming business silos in the automotive industry to improve customer experience
Auto retailing: How long can the traditional franchised network set-up be sustained?
The future of automotive retail: Controlling your reputation in an online world where everyone’s an expert
Reimagining the customer relationship in the automotive industry
What is service design concepting and how is it valuable for organisations?
How voice-enabled services are offering a brighter future for healthcare
The future of healthcare – Post Covid-19
The patient experience reimagined: Diagnosis
The patient experience reimagined: Pre-diagnosis
The patient experience reimagined: Staying healthy
The patient experience reimagined: Treatment
What is Service Design and why?
Engine Customer Experience Report 2019
The role of car brands in mobility as a service
Designing the workforce and workplace experience
Designing for professional services
Behind every great service is a great organisation
Designing valuable B2B experiences
Who are the top 10 best UK brands for customer service and experience?
Four tips for designing beautiful services
What are the fundamental factors of a design-led approach?
Book: Customer-Driven Transformation Published July 2018
Customer-Driven Transformation Book
Defining the experience enablers
Dubai international office opens
Scaling the CX function and building capability
The evolution of service design: Present & future
Designing with and for children
Service design research and exploration
Our service with Mercedes-Benz wins industry award!
Design thinking reshapes enterprise architecture
DBA 2018 Design Effectiveness Award Winners