Insights & News
Explore our latest thinking on CX, PX, journey mapping, and AI-powered transformation.
6 Consumer Trends To Fuel Your Future Customer Experience
I’m at the at the Total CX Leaders conference and just attended an excellent seminar from Max Luthy, Director of Trends & Insights at Trendwatching.com.
Quant Data, Qual Data: Use Just One To Derail Your CX Efforts
I love a good data graphic. One of my favorites comes from the website Flowing Data (and is replicated in the image above). You can
10 Ways To Use Customer Journey Maps
Many companies embark on customer journey mapping projects without having a clear idea of how they’ll actually use the outputs. At the end such efforts,
The Disconnects Among Today’s Customer-Centric Disciplines
When I learned about the field of user experience in the mid 1990s, its primary objective—making technology easy to use—was easy for me to
Design For Your Employees—Because The Employee Experience Matters
Almost 10 years ago, I visited a designer friend who worked at Google’s Mountain View headquarters. The office tour was impressive, as expected. But what’s
Travel Marketers: Does Your Loyalty Program Experience Miss The Mark?
Within the highly competitive travel industry, companies are under immense pressure to differentiate their offerings, solidify their brand in positive customer memories, and generate lasting
How To Guide Your Customers To Mutually Beneficial Choices
After a recent office supply run, I happily provided my email address one letter at a time to the friendly cashier in exchange for the
What Makes For A Good Email Opt-Out/Opt-Down Experience?
In a moment of optimism and good faith, I visited healthcare.gov one time last December and somehow, foolishly, provided my email address. Like millions of
Welcome, Amelia Sizemore!
I’m thrilled to announce that I have a new partner in crime: Amelia Sizemore. Amelia and I worked together for several years on the customer
Humanizing Healthcare Through Hands, Heads, and Hearts
The following should not be news to you, but it’s sometimes easy to forget: Patients aren’t just lines in a spreadsheet, records in a CRM system,
