Customer Experience

We believe API productization is a critical component in realizing value from your API investments. Productization starts as a mindset yet quickly evolves into both a design strategy and... 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

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

This is the second in our series on Emotion Design in CX. Check out the 1st, 3rd,  and 4th next. Designing for Emotion is the process of driving emotional connection... Read more

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

How do you collect and store information on new leads, and existing customers and accounts? If you’re still working in spreadsheets, Outlook address books, or “premise-based”, legacy customer relationship... Read more