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Learn, Anticipate and Simplify the Customer Experience across Channels with Predictive Analytics

Posted in Analytics, Customer Experience, Customer Insights, Experience Design, and Service Design

We are at the intersection of three maturing technologies: mobile devices, cloud services and big data analytics. Experience Makers collect, correlate and analyze data from their customer…

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Sales, Service and Product Attract, Retain and Grow Customers with Personas and Journey Maps

Posted in Leadership, and Product

Sales job is to find and acquire new customers. Services job is to retain and grow the current clients. Product needs to support both theses…

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Behavioral Data Insights Drive Personalized, Contextually Relevant Experiences

Posted in Analytics, Brand, Customer Experience, Customer Insights, Experience Design, and Voice of the Custostomer

Customer experiences must be contextually relevant, personalized, and synchronized across the channels that they frequent. Organizations need to go beyond demographic, psychographic and geolocation segmentation…

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Increase Creative Productivity by Sharpening Your Organization’s Collective IQ

Posted in Design Thinking, and Innovation

The Connection Science and Engineering at the Massachusetts Institute of Technology has found ways to increases productivity by as much as 17% by improving flaws…

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