Explore our latest thinking on CX, PX, Journey Mapping, and AI-Powered Transformation.
Customer Experience
The customer research process works best when you sequence quantitative and qualitative methods rather than picking one. Start with quant ... READ MORE »
Customer Experience
Email personalization is the difference between a message that feels written for you and one that proves a brand has no idea who you are. ... READ MORE »
Customer Experience
Connecting TV ads to digital channels is where many brands still fall short, and the Super Bowl is the clearest annual test. In 2015's ads, ... READ MORE »
Customer Experience
This omnichannel customer experience example shows how even Amazon can botch the handoff from one channel to another. When Amazon's reality ... READ MORE »
Customer Experience
In the debate of marketing workflow vs customer journey, the two are not the same, and confusing them is a trap. A customer journey maps ... READ MORE »
Customer Experience
Setting customer expectations is one of the simplest ways to soften an unavoidable bad experience. When Uber knew Halloween surge pricing ... READ MORE »
Customer Experience
Broken brand promises do more damage than the fees that break them. When JetBlue added baggage charges and trimmed legroom, the real cost ... READ MORE »
Customer Experience
Overcoming fear of design starts with recognizing that fear, not a lack of ideas, is what holds organizations back. Just as fear once froze ... READ MORE »
Customer Experience
The evolution of customer experience into a real business discipline traces back to three events clustered around 2006 and 2007: the launch ... READ MORE »
Customer Experience
Design Thinking vs Design Doing is a familiar split, but there is a third space in between. Design Thinking is the strategy and framing; ... READ MORE »
