Insights

Our latest POV on how customer experience drives everything from concept and creative to design and technology

Macquarium Hires new VP, Customer Experience – Brett Sharp (CX-PRO)

Given the increased marketplace demand from companies interested in growing their customer experience (CX) programs, Macquarium continues to grow it’s CX practice. and Cswe are delighted to welcome Brett Sharp as Macquarium’s VP, Customer Experience. Brett has 25 years of experience acting as a consultative partner to Fortune 500 companies and offers considerable CX, design […]

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Time To Take Voice Seriously – Part 1

At CX Talks Atlanta 2018, Will Payman (VP of Strategy at Macquarium), gave a compelling presentation on the growth of voice experiences. He takes us back to June 29th, 2007 when the smartphone was launched. He reminded us how many industry pundits questioned its viability, yet it soon began to play a role in every […]

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What Is The Value Of Customer Delight In Self-Service Experiences

(Hint: Not As Valuable As You Might Think) Find yourself in a group of customer experience (CX) professionals, and phrases like “delighting the customer” or “creating moments of wow” will pepper the discussions. You will learn that delighting your customers will result in increased loyalty, share of wallet and a positive word of mouth.  Few […]

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Beacon Adoption? The Best Is Yet to Come!

Since its launch, the beacon technology has garnered considerable market interest. Curious minds across many industry segments have been asking themselves…What might we imagine if we could? Make any physical space down to 2 inches, digitally aware Identify prospects or customers and get better insight into their offline behavior Intelligently predict what their interests or […]

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Banking Unusual

Business As Usual Has Been Disrupted Time and again, customers embrace brands that go beyond selling products and services to providing meaningful utility in their lives. Consider the disruptive offerings by companies like Uber, who transformed a functional task into an effortlessly enjoyable one, changing consumer behavior seemingly overnight. Every day, we read about more […]

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The Digital Payments Cold War: In Pursuit of the Almighty Dollar

“We do not currently support Apple Pay!!” According to numerous industry articles over this past weekend from the likes of Verge, Mashable, GigaOm, a number of retailers—Walmart, Gap, Best Buy, Old Navy, 7-Eleven, Kohl’s, Lowe’s, Dunkin’ Donuts, Sam’s Club, Sears, Kmart, Bed, Bath & Beyond, Banana Republic, Stop & Shop, Wendy’s, and most major U.S. gas station chains—have […]

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Hosting the Atlanta Customer Experience Day (CX-DAY)

Taking it all in…. Over 2,800 customer experience professionals attended 26 local networking events from Denver to Helsinki. As a member of the Customer Experience Professional’s Association (CXPA), Macquarium was thrilled to host the Atlanta chapter’s CX-DAY event in Atlanta past week. Over 70 CX professionals in the Atlanta area, gathered in Macquarium’s theater to […]

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