Gen Z Customer Experience Tips

Generation Z, is the youngest, most ethnically-diverse, and largest generation in American history, comprising 27% of the US population. Pew Research recently defined Gen Z as anyone born after 1997. Gen Z grew up with technology, the internet, and social media, which sometimes causes them to be stereotyped as tech-addicted, anti-social, or “social justice warriors.”  Millennials currently hold the … Read more

Customer Segment Profiles and Personas: Data to Insights

According to Greg Chapman, Founder and CEO of The Pocket CMO, ‘customer segmentation provides a comprehensive understanding of your current and potential consumers that produces a variety of rich data including identifying the financially-optimal targets for your brand.’ Greg shares that: “Profiles are built from data. Personas are built from insights. You don’t market to … Read more

Fail Fast, Succeed Faster

“Success is a lousy teacher. It seduces smart people into thinking they can’t lose.” – Bill Gates, Founder of Microsoft “Early success is a terrible teacher. You’re essentially being rewarded for a lack of preparation, so when you find yourself in a situation where you must prepare, you can’t do it. You don’t know how.” … Read more

Better is Unsustainable, Unique is Unstoppable

“Better is unsustainable, unique is unstoppable” – Denise Lee Yohn, author of Fusion: How Integrating Brand and Culture Powers the World’s Greatest Companies. Lots of people talk about getting better at something – but better is not sustainable – and there is always someone who will figure out how to do something even better. As … Read more

Test Your Riskiest Assumptions First

How do you know you’re making the right bets with your ideas? Which bets do your ideas hinge on? These are our riskiest assumptions. They need to be tested before you spend your valuable time and money. With the ‘problem’ in mind, map out the customer journey to identify the riskiest assumption. Armed with a … Read more

It’s Really a Riskiest Assumption Test, Not a Minimal Viable Product

“There is a flaw at the heart of the term Minimum Viable Product: it’s not a product. It’s a way of testing whether you’ve found a problem worth solving. A way to reduce risk and quickly test your biggest assumption. Instead of building an MVP identify your Riskiest Assumption and Test it.” – Rik Higham, … Read more

UX Design Creating Transparency and Trust for Machine Learning

How we make machine learning transparent to our customers is one of the great design challenges of our time—and a very necessary one. Machine learning refers to different kinds of algorithms that learn from inputs like human interaction or data and create evolving feedback over time from that input. It can use preexisting data to … Read more

Study Shows Why Certain Companies are More Productive and Profitable

Companies like Apple, Netflix, Google, and Dell are 40% more productive than the average company and have profit margins that are 30%-50% higher than industry averages, according to research from Bain & Company. They start with about the same mix of star players (15 – 16%), but they are able to produce dramatically more output. … Read more