Insights​

As products and services become commoditized, customer experience (CX) is the ultimate differentiator. Companies excelling in CX consistently outperform their competitors, enjoying higher customer loyalty, increased revenue, and stronger brand...

As a woodworking enthusiast, I find myself at Home Depot frequently. I recently encountered a situation that highlighted some significant areas of improvement in their feedback system. This experience underscores...

In today’s experience economy, trust is paramount. Customers expect brands to not only deliver excellent products and services but to do so in a transparent, ethical, and empathetic way. Building...

The ability to accurately identify and engage with your target market, through well-defined customer personas, and their associated journeys, is essential in today’s competitive marketplace. This endeavor is not just...

We often see innovators and project leaders fail by rushing to develop internal applications without user experience (UX) and customer journey considerations. The result is poor adoption and wasted resources....

Customer experience (CX) and user experience (UX) are two terms that are often used interchangeably, but they represent distinct concepts with notable differences. In short, CX takes a big picture...

Personas are an indispensable tool that allows organizations to build consensus, unify priorities, and formulate strategies targeted at their most crucial stakeholders. You might have heard of them with silly...

While planning is crucial, it’s easy to neglect the importance of taking decisive action. I often observe mid-level leaders spending significant time strategizing, organizing, and wordsmithing their OKR or KPI...

It’s critical to align CX and UX initiatives with the company’s overarching strategy and Key Performance Indicators (KPIs). Practitioners do this by aligning corporate goals with CX/UX strategies, signals, and...

Imagine if you had the insight to say this: Our company has five customer personas, with the “Felix, the First Time Buyer” being our top priority. This persona currently makes...

I recently met with a retail business executive who proudly stated that they know their customers very well. I asked a few questions: “Have you done any research into your...