Insights

Clockwork and Indigenous Peoples’ Day

The featured image above is a free resource created by Marlena Myles, a Native American (Spirit Lake Dakota/Mohegan/Muscogee) artist based in Saint Paul, Minnesota. Marlena continues to create beautiful art that educates and honors Indigenous culture. Access her Dakota land map and accompanying audio to learn about the past, present, and future of the Dakota...

CrowdStrike: A lesson in IT process and incident response

CrowdStrike, a company we trust to keep our digital world safe, accidentally broke 8.5 million Windows devices worldwide. All at once. Just one incident. Let that sink in for a second. Airlines couldn’t fly. Banks couldn’t move money. Hospitals couldn’t treat patients. It’s like someone flipped a giant “off” switch for a quarter of the...

How usability testing can transform your product

When was the last time you checked how user-friendly your digital experience is? If it’s been a while, it’s time to consider a fresh perspective via usability testing.  You and your team are deeply involved with your digital product. You know all the ins and outs. Meanwhile, many of your users are encountering it for...

Integrating Voice of Customer tools with direct feedback

Terms like “customer experience” and “voice of the customer” (VoC) are not new, but they have become more prevalent in discussions around brand strategy. Every brand strives to create an experience that attracts and retains customers, fostering loyalty and long-term relationships. Commonly, brands turn to VoC tools to achieve this. However, while these tools can...

Four short-term steps to design great customer experiences (and one long-term step, too)

Experience design is about shaping how customers interact with your organization by keeping their needs and feelings at the forefront of your product, processes, and strategies. We’re in the Empathy Era — a time where customer expectations for seamless and personalized digital experiences are higher than ever.  Think of companies like Airbnb and Lyft. They...

The what, why, and how of journey mapping

What is a journey map and how will it help me understand the user? A journey map is a visual representation of the steps someone takes when trying to achieve a goal. Usually, it includes information on their actions, touchpoints, feelings, successes, and pain points as they move through an experience. Journey maps are a powerful...

What is experience design?

Is experience design the same as visual design? No. Is it user experience (UX)? No! The core meaning of experience design can be found in the name itself: It is an approach that centers on people’s experiences to drive the design and features of your products, processes, environments, and strategies. Experience design draws on users’...

What is Change Management? And why does it work?

Change management propels transformation. Organizations that practice change management are more resilient, better at adapting to challenges, and have a competitive advantage. Their people are equipped to learn, grow, and thrive amid change. What is change management? Change Management is the art and science of guiding people through changes in ways that make it easier...

Understanding the different types of migrations

Previously, we explored the concept of migrations as a process for transferring systems and data to new computing environments.  The complexity of migrations varies widely and understanding the intricacies of your migration can help you make the business case for system upgrades. Factors like system readiness, compliance, integrations, organizational and data readiness, and future improvement...

Customer-centric innovation: Navigating AI, tech & change

I had the pleasure of speaking on a panel about Customer-centric innovation – Elevating experience through technology at the GDS Digital Innovation Summit in Boston. As expected, AI, data governance, and digital customer experience innovation were focal points of nearly every conversation with leaders attending from financial services, healthcare, insurance, telecommunications, and manufacturing organizations. What...