Customer Experience + Design

Over this past year, we have seen a great amount of customer influence introduced and reinforced with our online commerce experiences. Digitalization of online shopping experiences is at the greatest it has ever been, especially the emphasis on creating a safe and exceptional space for customers to shop. I recently participated in IBM’s live webinar […]

Heading Overview  For those that may not be familiar with heading levels, here is a quick run-down. Titles on your web page will have heading (<H>) tags to indicate their level of importance. Web developers use <H> tags for page titles to structure the content of the page. Not only are <H> tags used for […]

The COVID-19 pandemic stressed everyone in 2020. Many of our clients had prepared their digital businesses ahead of time and survived.  Other companies who were late to creating digital customer experiences suffered as people stayed away from traditional stores and shopped online.  But even the best companies struggled to keep customer satisfaction levels high during […]

It is time to reimagine the traditional banking business model and optimize it for the digital age. Financial institutions that want to remain ahead of their competition must adopt new business processes and implement fresh digital strategies and technologies. By optimizing these digital efforts, companies will increase sales and provide value to their customers. Below […]

This is the third in a series of blog posts sharing the results of our study on the business value of experience design. Read the last post here. 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. […]

Recently, I published a blog post regarding AEM Customization: Show Unpublished Reference Alert for Content Path where I showed how to customize the Pathfield and Xffield resourceType. In doing this, I was able to showcase how to create a notification for the content author as to whether the selected content path is published or not. […]

I’m sure if you haven’t seen, you’ve at least heard of the infamous sales scene from the 1992 film Glengarry Glen Ross. But if you haven’t, in this particular scene the character played by Alec Baldwin rants for 7+ minutes on why the under-motivated real estate agents should “Always Be Closing.” The scene itself is […]

One award is exciting, but bringing home two awards is out of this world! We are excited to announce that DTE Energy’s Interactive, Energy Efficient Home, and a nonprofit private client have won silver and bronze (respectively) at this year’s Creativity International Design Awards. The Creativity International Design Awards is active in recognizing exceptional design […]

Previously, I described the benefits of personalization and outlined the changes a company should make to successfully implement a personalization program. Today, I will outline what companies should be doing right now to prepare. While many financial institutions are conceptually “on board” and heavily investing in various facets of customer intelligence, the “Netflix” of banking […]

Healthcare marketers’ role has shifted dramatically in recent years as technologies have advanced, social media use has skyrocketed, and patients have embraced consumerism. The COVID-19 pandemic and the significant, lasting shift to virtual care have brought a further change in a concise period of time. At Modern Healthcare‘s recent Strategic Marketing Conference, Paul Griffiths joined Todd […]

This is the second in a series of blog posts sharing our study results on the business value of experience design. Read the first post here. 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 […]

COVID-19 vaccines appear to be close to helping resolve the 2020 Coronavirus Pandemic.  The pandemic exposed both good and bad customer experiences as companies reacted to the changing market and economic conditions.  As we start to emerge from the pandemic in 2021, what should customer experience practitioners focus on to begin to ramp back up? […]