Recent Articles

How X-Data will drive the Experience Economy

If you watched #BeLikeRuby, you’ll know that we’re passionate about the heart it takes to win in the experience economy. But how do you quantify “heart”? We all intuitively know why Starbucks makes more from their assortments of flavored water than Dunkin’ Donuts, but how do the differences come...

Search Engine Optimization for Voice Interfaces: Part 2

Search Engine Optimization for Voice Interfaces: Part 1

“OK Google, how can my customers find me with voice search?”

5 Ways CPQ Can Transform Your B2B Organization

If there’s one thing that B2B organizations should know… It’s that there’s always one more thing that any organization should know. There are so many strategies, applications, and ways to help your business grow and become more efficient that sometimes it can become a little overwhelming. The...

Level Up Your CX with Microgamification

“In every job that must be done, there is an element of fun. You find the fun and snap! The job’s a game!” — Mary Poppins

Stop Guessing, Start Leveraging Data Insights: If you’re not data-informed you will repeat the same mistakes

This article originally appeared on   “Facts do not cease to exist because they are ignored.” - Adlous Huxley

Welcome to the Imagination Age

While brands struggle with digital transformation, and consultancies (us included) focus on data-driven experience design, much of the conversation around the power of human imagination, and its role in creating the change we seek, often goes undiscussed. Where is all of this transformation...

The Need for Interpretability and Transparency: Explainable AI (XAI) for Trusted Actionable Insights

This article originally appeared on “New machine-learning systems will have the ability to explain their rationale, characterize their strengths and weaknesses, and convey an understanding of how they will behave in the future.” – David Gunning, Head of DARPA

The Next Evolution of Omnichannel Experience is Conversational Commerce

Commerce is at a point of inflection. The proliferation of channels and increasing adoption of digital engagement has challenged the traditional customer journey. Experiences are designed for the channel, not the customer, and journeys are still thought of as a linear progression. However,...

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