Connecting the dots – A holistic approach to CX

Introduction & Executive Summary Identifying and isolating specific customer feedback for follow-up triage and action is familiar, indeed commonplace. Closing the...
Marc Mandel
6 min read

The 3 Big Problems with Experience Data – and How to Solve…

What we can do to combat problems of scale, silos, and bias
Summary This article talks about how we can better utilize the data collected at various digital interaction points. It requires a...
Ritvij Gautam
15 min read

Experience Innovation: Give a Memorable Experience to your Customers

Gain loyalty at multiple stages of customer journey
Summary Delighting a customer can be an uphill task if you don’t constantly innovate. You may ‘satisfy’ customers, but not ‘delight’...
Sindhu Sreenath
8 min read

A Human-centric Approach to User Research in the Age of AI

What does the future of user research look like
Summary The article starts with an AI-generated response to the question, “What does the future of user research look like?” which...
Scott Elder
7 min read

Customer delight in the automotive industry: Opportunities and Solutions

Move beyond customer satisfaction
Summary With EVs disrupting the automotive industry, car manufacturers, dealers, and OEM providers face the eternal challenge of keeping customers happy....
Valerie Peck
6 min read

Preserving Insights Stories: Challenges and Solutions in a High-turnover Environment

How an insights repository can help presenting data in the right context
Introduction While the full impact of The Great Reshuffle on the insights industry remains to be seen, there’s little question that our current...
Nick Freiling
9 min read

Leadership and Storytelling: How to connect, engage, inspire, and influence

Tell stories to drive change by using data points
Introduction Business leaders operate in increasingly volatile, uncertain, complex, ambiguous (VUCA) high-pressure data-centric workplace environments with heterogeneous global workforces. Additionally, they...
Dr. Karen Marie Wagner-Clarke
15 min read

Researching the right user persona to increase your revenue

A complete guide to user persona
User Persona: An Overview Have you ever talked about stocks, shares, and investments to a person who is disinterested in the...
Niraj Rajput
15 min read

Do we need a new data regulatory regime for the Metaverse?

Open questions around data regulations in the Metaverse
Introduction In this futuristic world, people will interact in a virtual environment with digital representations of other people, places, and experiences....
Dr. Parves Khan
11 min read