Insights

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

Power of Personalization: Crafting Unique Customer Journeys

Power of Personalization: Crafting Unique Customer Journeys

Personalization no longer gives brands an edge over their competition. It has become a core necessity. Incorporating personalization into your customer journeys to increase the likelihood of a purchase requires you to embrace Customer Experience Services. This carefully curated suite of services facilitates seamless and personalized interactions, ensuring a significant impact on customer engagement and […]

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Experience Optimization (XO): A Catalyst for Organizational Value Delivery

Experience Optimization (XO): A Catalyst for Organizational Value Delivery

The old maxim rightly or wrongly goes, “What gets measured, gets managed”. When it comes to digital experiences, what needs to be measured continues to increase. Each department or team typically has its own measures – from product, tech, UX, CX, marketing, etc. – and these continue to exist across digital experiences in the hope […]

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Continuous Experience Optimization

Continuous Experience Optimization: The What, Why, and How

According to a survey by our partner Quantum Metric less than 25% of customer service escalations lead to an improvement in business performance, with the rest resulting in marginal improvements at best. This translates into the digital team spending TWO months a year on items that have a negligible impact on the business. TWO MONTHS! […]

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Customer Feedback

The Blind Spot: How Companies Sacrifice Customer Feedback at the Altar of Marketing

Even in challenging economic storms, marketing budgets often resemble enormous whales, while underfunded customer service departments are treated like crusty barnacles clinging to the corporate ship’s hull. Millions are thrown at advertising campaigns, celebrity (and influencer) endorsements, and flashy product launches, all in pursuit of attention and “engagement”. But where does customer feedback fit in […]

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brand loyality

The Scarcity Paradox: How Abundance is Killing Brand Loyalty and What Businesses Must do to Survive

The problem of scarcity is central to the construct of government, society, and culture. Our most significant evolutionary advancements as a species have been in response to scarcity. Scarcity of food. Of natural resources. Of shelter. It is this fear of scarcity that has compelled brands across industries to resort to abundance. But this abundance, […]

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Going Green, One Click at a Time

Consumers are more and more concerned about how their lifestyles contribute to producing greenhouse gases. Georgia Natural Gas created GNG’s Greener Life program to allow customers to offset their natural gas usage by buying carbon credits that fund projects like forest management and landfill gas capture in the Southeastern United States. Macquarium was asked to […]

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Exploring Augmented Reality Use Cases

Augmented reality may sound like something very futuristic, but it’s very likely that you’ve already used Augmented Reality (AR) in some fashion. Have you ever played Pokemon Go? Used a Snapchat Lens? Perhaps an Instagram face filter? Memoji and Facemoji are pretty hot these days, especially combined with TikTok. AR works by superimposing digital images, […]

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How To Plan And Run Customer Journey Mapping Workshops

As experience strategists and designers, we are huge fans of customer journey mapping. It’s simply one of the most powerful tools a company can use to identify root causes of customer issues, uncover opportunities to delight customers, and transform how you do business. Their value and impact exponentially outweigh the cost and effort they require. […]

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