Customer Experience + Design

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Recently, I published a blog post regarding AEM Customization: Show Unpublished Reference Alert for Content Path where I showed how to customize the Pathfield and Xffield resourceType.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? […]

I grew up in the healthcare world watching my mother, a Black nurse for more than 50 years, as she worked in hospitals, nursing homes and other healthcare settings. Now, at 73, my mother works in an assisted living community close to patients at high risk for contracting COVID-19. Once a week, my mother undergoes […]

Partnering with a commerce solution provider that can transform B2B and B2C digital omnichannel experiences is paramount in today’s digital world. Businesses need a full suite of expertise and assets to compete and provide seamless commerce experiences that delight consumers. Forrester canvased 35 commerce service providers to help shape the shortlists of digital decision-makers and […]

Have you ever noticed that while authoring an AEM component, the component dialog box does not provide any hints or alerts for if the selected content path is published or not? This is a confusing scenario for AEM authors, especially when setting or choosing the content path in the component dialog for pathfield and xffield […]

My previous blog analyzed customer intelligence and the benefits it provides. This blog will show the benefits of personalization and outline what’s required to implement a personalization program. Financial services companies that have implemented personalization report positive results, including: 60% increase in revenue per customer 81% increase in customer retention 87% increase in customer engagement […]