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Category: Topics
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Journey-centric design: transforming customer experience at the core
Many large enterprises approach digital transformation by focusing on individual digital tools, applications, and platforms. While this product-centric approach improves specific touchpoints, it often creates siloed teams and fragmented customer experiences. A more effective alternative is journey-centric design, a framework that ensures digital investments align with the entire customer experience, not just isolated interactions. What…
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Using AI for more inclusive and effective communication
Artificial intelligence is often associated with automation and efficiency. At Clockwork, we’ve embraced AI tools across various aspects of our work, from writing user stories and conducting research to synthesizing interview findings and collaborating with our engineering teams. However, one of our most impactful and perhaps surprising applications of AI has been ensuring our communications…
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Why program management is the digital leadership every enterprise needs
For 23 years, Clockwork has been in the trenches—engineering, UX, change enablement, and tech strategy—not just building digital ecosystems but leading them. Program Management isn’t just about managing projects—it’s about orchestrating the entire digital landscape. What is program management? Program management is the oversight, alignment, and strategic leadership that ensures technology serves the business, not…
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Creating inclusive naming conventions in technology
In software development, we joke about the three hardest things being naming things, cache invalidation, and off-by-one errors. But for the first one, it’s no joke. We’ve been naming things wrong. Naming conventions are steeped in racism and patriarchy. Master, slave, blacklist, whitelist — these aren’t just words. They’re relics of a mindset we need…
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2025 budgeting for customer experience & digital transformation
As we approach 2025, leaders face the critical task of aligning their budgets with evolving customer expectations and technological advancements. This guide offers strategic insights and key questions to help you prioritize investments that will truly impact your customer experience and drive meaningful digital transformation. Revolutionizing customer journeys through data-driven personalization In 2025, the ability…
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Why websites are still relevant in the age of AI
In the ever-evolving landscape of artificial intelligence (AI), some have begun to question whether company websites are still necessary. As AI tools like ChatGPT and Google Gemini influence how people find and interact with brands, are traditional websites losing their place in the marketing mix? In this conversation, Vincent Cabansag and Melanie Shirley, our heads…
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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…
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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…
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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…
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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…