Ideas in Motion

While planning is crucial, it’s easy to neglect the importance of taking decisive action. I often observe mid-level l...

Imagine if you had the insight to say this: Our company has five customer personas, with the “Felix, the First Time B...

As products and services become commoditized, customer experience (CX) is the ultimate differentiator. Companies exce...

I recently met with a retail business executive who proudly stated that they know their customers very well. I asked...

It’s critical to align CX and UX initiatives with the company’s overarching strategy and Key Performance Indicators...

Personas are an indispensable tool that allows organizations to build consensus, unify priorities, and formulate stra...

We often see innovators and project leaders fail by rushing to develop internal applications without user experience...

Customer experience (CX) and user experience (UX) are two terms that are often used interchangeably, but they represe...

In today’s experience economy, trust is paramount. Customers expect brands to not only deliver excellent products and...

The ability to accurately identify and engage with your target market, through well-defined customer personas, and th...

As a woodworking enthusiast, I find myself at Home Depot frequently. I recently encountered a situation that highligh...