Customer Engagement

This is the third in our series on Emotion Design in CX. Check out the 1st, 2nd and 4th blogs in the series. Emotion design strategy addresses the fundamental human motivation... Read more

This is the last in our series on Emotion Design in CX. Check out the 1st, 2nd, and 3rd in this series. To successfully design for emotion, firms need... Read more

It’s hard to believe that it’s been four years since the “Age of the Customer” became part of our daily business vocabulary, describing the vital importance of the empowered... Read more

The Content Marketing Institute just announced the Delight Conference won a 2017 Content Marketing Award for an “In-Person (Event) Content Marketing Strategy.” The Content Marketing Awards, produced by the Content Marketing... Read more

Although many firms say customer-centricity is a top priority, far fewer actually gather the data needed to truly understand their customers. Yet, this insight is critical to building a... Read more

Everyone’s Uber moment lies somewhere ahead. Leaders know digital disruption is an implicit burning platform in every business. Your choice is whether to start leading change now—or wait for... Read more

Imagine rushing to the hospital with a life-threatening emergency and not being able to find the information you need to get there. Imagine having your child’s life hang in... Read more

As more and more interactions become completely screen-based—including customer self-service and customer support—your customer’s digital experience is becoming inextricably linked with their overall perception of your business. And you know those... Read more

A digital experience strategy focuses on creating new areas of value for your business and your customer. Once the strategy is created it’s natural to feel that everyone will... Read more

With customer data spread across multiple silos and complex marketing technology stacks, it can be very difficult to get a complete picture of who your customers are, what they... Read more