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Digital Experiences Enabled by Data Enhanced Empathy

Catching up on recent CES news, I found a quick summary of an interview with Glen Hartman, senior managing director of Accenture Interactive in North America. He explained that ...
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Mapping the Digital Experience Path: Customer Journeys

A customer has to go through a series of steps on your website or mobile app in order to get to a desired conclusion. Whether booking a flight, purchasing a jacket, or ...
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Top 5 Digital Experience Predictions for 2019

So, I am not a fortune teller in my spare time. But I do think a lot about the state of digital customer experience and what the future might entail. Each year, consumer ...
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Discovering Digital Experience Opportunities: Find & Fix

We all know that a seamless online experience is critical. Not nice to have. Not better for business. Critical. This is particularly true for the checkout experience: 20% of ...
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Seeing the Future with Predictive Analytics

Las Vegas. Even when we know “the house” has rigged the games to tip the odds in its favor, we all can’t pass-up the chance for a win. When anyone walks into the casino, ...
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The Black Friday Blackout (and 4 Key Tactics for Avoiding it Next Year)

Black Friday is an exciting time for retail. It kicks off a 1-month period that generally accounts for 30-40% of annual sales for many companies. This year did not disappoint ...
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Is Your Website Ready for the Holiday Rush?

The holiday season is upon us with Cyber Monday right around the corner, one of the biggest traffic days for eCommerce businesses with a lot of promised revenue ahead. ...
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Support Digital Experimentation with Evidence, Not Theories

Today’s digital customers vote with their clicks, and websites with a user experience that is worse than their competitors will not survive.
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Visibility in Building Digital Brand Experiences

You have heard the saying that great brands build great experiences. From Apple to Google to Disney, the key to creating a powerful brand that people gravitate towards is tied ...
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Exceptional Experiences are Vital: How to Stop the Digital Bleeding

I come from a bit of a different background than most technology reps, so some of my philosophies and methodologies tend to be atypical.  A part of my experience resides in ...
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