Customer centricity doesn’t happen by accident. Moving from an abstract philosophy to a tangible business tactic takes understanding. Organizational alignment. And a plan for action.
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In this time of overwhelming uncertainty, how do we go beyond crisis management and connect with individuals in a way that exceeds textbook customer centricity?
Humanistic design is about creating for all people. Whether you're creating a product, a public space, a survey or a website or working in client services, you have the opportunity to ask, “How can what I’m creating be accessible to more people and cast a wider net that embraces all humans?”
Consumers increasing openness to sharing sensitive information speaks volumes about the desirability of personalization, but it is not to be taken for granted. Brands must prioritize gaining and maintaining consumer empathy and trust for this comfort level to continue.
Convenience is a ruling theme today as technology comes to the rescue of people getting busier; but at what cost? Brands must now explore the balance of creating a frictionless transaction while also maintaining meaningful human contact and shopper fulfillment.
Account Strategist, David Robbins and Vice President, Strategic Branding, Susan Scarlet join global experience leaders for the annual Qualtrics event that celebrates breakthrough customer, employee, product, and brand experiences. For […]Learn More