Customer Experience Insights

Our Thinking

Provocative thinking, transformative insights, tangible outcomes. Hear how businesses have transformed how they work, how they engage and how they bring value to customers, employees and communities.

Our Latest Thinking

PROGRAMMATIC MEDIA

Programmatic in-housing — Examining programmatic’s role in digital media

IMMERSIVE EXPERIENCES

Try it. Trust it. Buy it. — Open the door to the next wave of digital commerce

COVID-19

5 new human truths that experiences need to address

“Our experience of being a customer, an employee, a citizen, and a person has changed. Possibly forever. We see five new human truths that experiences need to address.”

- COVID-19: 5 New Human Truths

COMMUNICATE EXPERIENCE

Service is the new sales — The road to B2B relationship success

DESIGN EXPERIENCE

Fjord Trends 2020 — The emerging trends in business, tech and design

Blog

Ad Age Agency Report 2020 — Interactive on top for fifth consecutive year

“73% of consumers are willing to share more personal information if brands are transparent about how it is used, up from 66% in 2018.”

- See People, Not Patterns

DIGITAL MARKETPLACES

Unleash your marketplace superpower — Digital marketplaces reinvent retail

COVID-19

Channel shift — Prioritizing digital commerce

PROGRAMMATIC MEDIA

See people, not patterns — How brands achieve success with digital advertising

“81% of consumers who bought a name brand product on Amazon recalled the product detail page three months later. Only 28% remembered the television commercial.”

- Unleash Your Marketplace Superpower