Insights & News
Explore our latest thinking on CX, PX, journey mapping, and AI-powered transformation.
Travel Marketers: Does Your Loyalty Program Experience Miss The Mark?
Within the highly competitive travel industry, companies are under immense pressure to differentiate their offerings, solidify their brand in positive customer memories, and generate lasting
How To Guide Your Customers To Mutually Beneficial Choices
After a recent office supply run, I happily provided my email address one letter at a time to the friendly cashier in exchange for the
What Makes For A Good Email Opt-Out/Opt-Down Experience?
In a moment of optimism and good faith, I visited healthcare.gov one time last December and somehow, foolishly, provided my email address. Like millions of
Welcome, Amelia Sizemore!
I’m thrilled to announce that I have a new partner in crime: Amelia Sizemore. Amelia and I worked together for several years on the customer
Humanizing Healthcare Through Hands, Heads, and Hearts
The following should not be news to you, but it’s sometimes easy to forget: Patients aren’t just lines in a spreadsheet, records in a CRM system,
The Super Bowl’s Biggest Loser? Facebook
The Super Bowl is an annual bellwether for how brands and traditional ad agencies think about digital marketing and multichannel customer experiences. Since 2007, I’ve
Nationwide’s Super Depressing Super Bowl Ad
Anyone watching Super Bowl XLIX surely experienced what I did. During a commercial break early in the game, a black cloud suddenly appeared, the air
It’s 02015: Time to Start Thinking Long Term
When we moved back to San Francisco in 02009, my husband and I joined an organization called The Long Now Foundation. About once a month,
Do You Think About the End of Your Customer Relationships?
Today’s marketers and customer experience professionals put a tremendous amount of focus on the beginning of the customer relationship. They focus on optimizing the steps
eBook: The 2015 Customer Experience Outlook
I’m thrilled to announce an exciting project with my partners at Doberman! We’re always looking for new ideas to inspire our work. So we recently
