Strategy & Design

This is the first in our series on Emotion Design in CX. Read the 2nd, 3rd, and 4th in this series next. Designing for emotion is becoming an increasingly important... Read more

In parts 1 and 2 of this blog series, we discussed how to develop a VoC strategy and build the business case for adopting a technology platform. In this... Read more

VoC programs add a customer-centric lens to product and service development and uncover new business opportunities. VoC technology solutions, commonly referred to as customer feedback management (CFM) platforms, offer... Read more

Most companies don’t have a robust voice of the customer (VoC) program. Only 42% use technology to support a VoC program, which means they either don’t have a program... Read more

There has been a great deal written about “design thinking” in the past few years. Much focus has been placed on its value in helping define business strategy, with... Read more

The dreaded customer satisfaction survey Designed as a tool for organizations to test customer brand loyalty, the satisfaction survey has morphed into a completely different beast. Ironically—in the drive... Read more

Can a Data Management Platform (DMP) accelerate your digital marketing? Ecommerce has replaced store openings at the center of retail growth strategy. According to PWC, almost 75% of all... Read more

If you could turn any company into a superfan of your brand, what company would you choose? What if you could create a list of “dream accounts,” turn them... Read more

As brands seek to remain relevant and deliver value to their customers in the digital age, customer engagement has become a focal point on the agenda. Marketers now know... Read more

For the past 20 years I’ve been a student of digital business and marketing. I’ve very purposely spent my career focused on digital transformation from as many different perspectives... Read more