Insights & News
Explore our latest thinking on CX, PX, journey mapping, and AI-powered transformation.
Which Comes First: Big Business Decisions OR Customer Experience?
Over the past year, I’ve had several prospective clients get excited about improving their customer experience—and then postpone their CX initiatives because they first need
SXSW Voting: Journey Mapping Edition!
SXSW voting has now closed. Huge thanks to everyone who voted for our session. *** It’s still seven months away, but I’m already getting excited
Smartwatch Q&A: 5 Value Drivers To Make Your App Indispensable
How do smartwatch owners use their smartwatches? What are prospective buyers’ expectations? And how much value do these relatively new devices actually deliver? Last week
Smartwatch Value Driver #3: Enable Bite-Size Interactions
When we investigated the current state of the smartwatch experience together with AnswerLab, we saw a massive disconnect between what study participants wanted from their
Smartwatch Value Driver #2: Curate Ruthlessly
Newsflash: Smartwatches are tiny. They’re working with about 1/5th the screen real estate of a smartphone, and tablets are downright gargantuan by comparison. Seem obvious?
Smartwatch Value Driver #1: Get Intimate With Your Users
Despite their tiny size, smartwatches have big shoes to fill. They evoke Dick Tracy’s video watch, Ethan Hunt’s myriad wearable tech, and Q’s parade of
The Secret To Customer Happiness: Realistic Expectations
Happiness gurus say the key to contentment is low expectations. This is great news for the pessimists whose strategy is to expect the worst and
FREE Report: 5 Value Drivers To Make Your Smartwatch App Indispensable
What’s the value of a smartwatch? What do consumers expect from these multitasking wearable devices? And how can brands take advantage of this tiny addition
Another One Bites The Dust: JetBlue’s Broken Promises
I’m not angry, JetBlue. I’m just disappointed. Ok, I’m actually pretty miffed, as are many, many others. Last November, when JetBlue announced upcoming changes to
Journey Mapping Q&A: Required Research For Customer Journey Maps
For the past few weeks, I’ve posted answers to some of the questions I got during my Qualtrics’ CX Week webinar “10 Ways To Use
