Insights

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

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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Think Smaller: 3 Examples of Human-Centric Innovation

Innovation. The word is overused and mostly invokes thoughts of big, sweeping changes on a grand scale. As in, BOOM:Innovation! I like to think smaller. Innovation is sometimes quieter, sneakier than all that. Maybe it’s a thought-provoking idea that leads us to a better way; a subtle point of breakage from the status quo that turns out […]

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Innovation Is Killing Your Business

It’s 1900. Hawaii becomes an official U.S. Territory, L. Frank Baum publishes The Wonderful Wizard of Oz, and the American automobile industry consists of 500 luxury automakers producing handmade vehicles that start at $1,500 (roughly $41K today). By 1906, the automobile industry is so unattractive that it divides a nation. “Nothing has spread socialistic feeling […]

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5 Techniques for Digital Product Innovation

It’s hard out there for a Product Manager. Ever-increasing customer expectations now require more frequent updates and enhancements to existing digital products. But most product teams already have a catalog of improvements they want to get to, sometimes with multiple priorities, multiple design and dev teams, and limited funding and resources. It’s hard to innovate […]

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What Huck Finn, The U.S. Army, and Your Company’s Digital Transformation May Have in Common

One of my favorite sentences is in the Introduction to Mark Twain’s Adventures of Huckleberry Finn: “When Huck opens that window to take off from home, the reader has the same thrill of anticipation one feels after hearing the first few bars of a Miles Davis solo.” —Peter Watrous, The New York Times It is a favorite […]

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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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