Our latest POV on how customer experience drives everything from concept and creative to design and technology
Personalization no longer gives brands an edge over their competition. It has become a core necessity. Incorporating personalization into your customer journeys to increase the likelihood of a purchase requires you to embrace Customer Experience Services. This carefully curated suite of services facilitates seamless and personalized interactions, ensuring a significant impact on customer engagement and […]
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The old maxim rightly or wrongly goes, “What gets measured, gets managed”. When it comes to digital experiences, what needs to be measured continues to increase. Each department or team typically has its own measures – from product, tech, UX, CX, marketing, etc. – and these continue to exist across digital experiences in the hope […]
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According to a survey by our partner Quantum Metric less than 25% of customer service escalations lead to an improvement in business performance, with the rest resulting in marginal improvements at best. This translates into the digital team spending TWO months a year on items that have a negligible impact on the business. TWO MONTHS! […]
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Even in challenging economic storms, marketing budgets often resemble enormous whales, while underfunded customer service departments are treated like crusty barnacles clinging to the corporate ship’s hull. Millions are thrown at advertising campaigns, celebrity (and influencer) endorsements, and flashy product launches, all in pursuit of attention and “engagement”. But where does customer feedback fit in […]
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The problem of scarcity is central to the construct of government, society, and culture. Our most significant evolutionary advancements as a species have been in response to scarcity. Scarcity of food. Of natural resources. Of shelter. It is this fear of scarcity that has compelled brands across industries to resort to abundance. But this abundance, […]
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Consumers are more and more concerned about how their lifestyles contribute to producing greenhouse gases. Georgia Natural Gas created GNG’s Greener Life program to allow customers to offset their natural gas usage by buying carbon credits that fund projects like forest management and landfill gas capture in the Southeastern United States. Macquarium was asked to […]
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Augmented reality may sound like something very futuristic, but it’s very likely that you’ve already used Augmented Reality (AR) in some fashion. Have you ever played Pokemon Go? Used a Snapchat Lens? Perhaps an Instagram face filter? Memoji and Facemoji are pretty hot these days, especially combined with TikTok. AR works by superimposing digital images, […]
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Although we think of voice as the domain of the smart speakers, we actually have been talking to devices for over 8 years. We began speaking to Apple Siri in 2011, then to smart speakers with Amazon Alexa in 2014, and most recently to home appliances with Samsung’s Bixby. Voice adoption has surged due to […]
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As experience strategists and designers, we are huge fans of customer journey mapping. It’s simply one of the most powerful tools a company can use to identify root causes of customer issues, uncover opportunities to delight customers, and transform how you do business. Their value and impact exponentially outweigh the cost and effort they require. […]
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You can now watch Will Payman, VP of Strategy at Macquarium talk on the rise of voice technology. Will was speaking at CXTalks, Atlanta, and his 10 minute presentation was one of several presentations that focused on innovation and customer experience. In this talk he proposes that we are at the beginning of a new […]
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