Never confuse movement with action. – Ernest Hemingway Customers are yearning for better experiences. But what are you doing to design a better experience? How do you know what your customers’ expectations are? What are they trying to achieve? And how well is that going for them? Are you listening to customers? Are you mapping …

Snapchat recently announced upgrades to its ad strategy with the incorporation of an artificial intelligence platform known as “goal-based bidding,” which allows advertisers on Snapchat to target their messages more effectively. And by allowing users to swipe ads and dive deeper into the journey, it increases the potential for more consistent and continued consumer engagement. …

Within the last ten years, the rise of internet adoption and advances in mobile technology have completely changed communication between brands and customers. And similar changes have been witnessed in terms of security as well. Businesses are shifting from fort-less style security with easy boundaries to the airport style security with extremely tight measures. And …

The practice of customer experience is all about customers – the people who purchase your products and services. In the past several years, customer experience (CX) professionals have created a rigor and framework around how we understand customer’s needs, how we design better experiences, how we measure the impact of their engagement on the organization …

Since the publishing of the pioneering analyses about the relevance of the Experience Economy made by Joseph Pine and James Gilmore 20 years ago, the number of studies about the influence of experiences continuously shared by people on marketing and brand strategies has multiplied. We bring two statistics to support this statement: The number of …

So, you work for a business-to-consumer (B2C) company – and you think you can skip this article, huh? Sorry, I’ve got news for you. While business-to-business (B2B) interactions may not be as sexy as selling brightly colored running shoes, caffeinated beverages, or rollercoaster rides, nearly everyone who’s interested in customer experience needs to consider B2B …

If the shock of political events and trends over the past 18 months has taught us anything, it’s that there is a strong desire for change in the status quo. Old ways of doing things are being smashed. The growth in popular movements has shown that just because something used to be valued and proven, …

Companies have long relied on location, product innovation and pricing to gain a competitive advantage. However, customers can now find nearly any product or service at the lowest possible price, right at their fingertips. In other words, the key differentiator between companies is the customer experience. This means having the right strategies in place. The …

In late 2016, I started an independent book publishing company. The motivation behind starting it was centred around creating a platform for unpublished authors and poets to showcase their works. For a while, I had been trying to get a co-authored anthology published but hadn’t found a home for this work to be brought to …

We’ve seen an awful lot written in recent months about this May’s General Data Protection Regulations (GDPR) – the legislation that replaces an existing data protection directive, rewrites the rules for collecting and managing consumer data, and deals data privacy one of its biggest shake-ups in two decades. There has been lots of worry as …