Jim Hertzfeld – Principal and Chief Strategist

This is the fourth in a series of blog posts sharing the results of our study on the business value of experience design. In this post, we explore the value of a lean design:  A collaborative approach to design that is pragmatic, inclusive, and moves fast to show valuable purpose to the company and its customers. […]

This is the third in a series of blog posts sharing the results of our study on the business value of experience design. In this post, we explore the value of knowing the industry:  Applying the unique demands and challenges that the industry category brings to remain competitive and relevant. In 1944, British grad student […]

This is the second in a series of blog posts sharing our study results on the business value of experience design. In this post, we explore the value of outcomes: ensuring that every user interaction builds and delivers on the business outcomes that the company is investing in. As a kid, I was enthralled (like […]

This is the first in a series of blog posts sharing the results of our study on the business value of experience design. In this post, we explore the value of empathy: revealing how users think, perceive, and interact with digital products and how those product experiences help make their lives easier. The history of […]

Digital disruption continues to accelerate across every industry, including the digital industry itself. The digital agency emerged in the 1990s, soon after companies realized that the web would be driving customers to their business and they needed to drive their customers to their web site. Digital agencies merged decades-old creative and marketing experience with emerging […]

Whether you’re checking your bank balance, getting an oil change, or enjoying another curbside pickup for Taco Tuesday, everyone loves a great customer experience.  And if you’re on the other side of that exchange, everyone wants to make their customers happy and coming back for more.  But a great customer experience is not a matter […]

In my last post, I shared the primary insights you need to pull together a Now/New/Next portfolio and get started on making sense of where you stand in the market. In this post, I’ll share how to use those insights to make sense of what to do about it.  The Approach For most of us, […]

In my earlier post, I shared our motivation for Now/New/Next and why our clients are using it to rapidly make smart decisions to focus their Customer Experience attention. In this post, I’ll share what you need to know to build your Now/New/Next portfolio. The Approach At the center of Now/New/Next is knowing where you stand […]

When many people think of the word “strategy,” they start to conjure up images of a long-term plan built around some theoretical idea that may never happen. Unfortunately, many well-intended, traditional strategies have been outdated attempts at predicting the future that were beset by the realities of market changes, bad data, and, more often than […]

The last best experience. It may seem unfair or counterintuitive to compare your organization’s customer experience to others outside your industry, but your customers are doing it every time they interact with you. They are holding you accountable to your promises but they are also passing judgment against the expectations set from experiences they have […]

Delivering seamless, consistent, and engaging experiences starts with a customer-centered digital strategy. This ongoing series explores the characteristics that make up a great digital strategy and how to deliver powerful brand moments that solidify customer loyalty and drive differentiation for your organization. Earlier in this series, we revealed the importance of organizational alignment for your […]

Delivering seamless, consistent, and engaging experiences starts with a customer-centered digital strategy. This ongoing series explores the characteristics that make up a great digital strategy and how to deliver powerful brand moments that solidify customer loyalty and drive differentiation for your organization. Innovation is not just about technology As we work with clients, we find […]