INSIGHTS

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Read our latest insights.

Customer experience

Guide: Create insight from customer stories

Customers tell stories through your business data, so you already know exactly what they want. But how do you interpret all that information? Our guide, Create Insight from Customer Data, will help you interpret customer data and become more customer-centric. Starting today your business can promote a deeper understanding of your customer through the stories…

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Customer experience

Guide: 7 Ways to be more customer-centric today

Change can happen even in the smallest actions. Our 7 Ways to Be More Customer-Centric Today outlines pragmatic changes you can make now to focus on your customer and transform your business. Download the guide today to get: Seven actionable steps you can take today to align to your customerA jumpstart on building a customer-centric…

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Customer experience

Behavioral Design for the Everyday Brain

Designing for rational decision makers is designing for an audience that doesn't exist. How can our understanding of cognitive biases help us build experiences that users will love? Loss. It’s a four-letter word with more power over your decision making than you may know. A Cal State San Marcos professor studying motivation turned his classroom…

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Customer experience

5 Steps to Your First User Test

The barrier to entry into user testing has never been lower. Forget size and budget. Companies who interact with users on a regular basis will swim, while others sink. Despite the ease of entry, many still neglect testing and rely on internal opinions to guide product decisions. Though investing in a user researcher is ideal,…

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Customer experience

Human Behavior and the User Experience

While navigating a well-designed user experience feels organic and natural, the science behind that end result is very much a deliberate effort. Assumptions and whims make User Experience (UX) Designers squirm. Instead, we prefer making design decisions based on evidence and data, but when we can’t perform our own research by observing the behaviors of…

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Customer experience

Behavior-Driven Development (BDD): A Common Language for Cross-functional Teams

Effective communication is paramount in a cross-functional team delivering a software product to business stakeholders. The development process involves many people, including developers, testers and business analysts, and if they do not use a common communication framework, business requirements and test suites will become unmaintainable over time. A common language framework should be adopted to…

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Customer experience

How Content Personalization Can Amp Up Your Digital Marketing Strategy

As a marketer, I’m sure you know by now that you’re not going to get very far with a one-size-fits-all approach. Sure, you have a target audience in mind, but are you really in tune with their needs? Your customers may be in the market for what you’re offering, but you have to find and…

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Customer experience

How to Make Your Site Responsive Across Mobile Devices

So you have a great digital experience that you want to take mobile. Good for you! But have you done your homework? According to comScore, mobile devices now claim 2 of every 3 minutes spent online. Adobe likewise reports that 38% of people will ditch a website with an unappealing layout -- but mobile devices…

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Customer experience

Content First Design: 3 Reasons Why Lorem Ipsum Isn't Enough

The web has always been about content. Sure, people visit websites and use apps to complete specific tasks or interact with others, but it's ultimately the content that facilitates those events. And while elements like maps, infographics, and videos are considered content, the written word, “real” copy, comprises the great majority of what's actually consumed…

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Customer experience

What Super Mario Bros. Taught Me About User Interface Design

“Daddy, why is Mario orange when he has fire?” That was a question my then five-year-old son asked as we were eating breakfast together one day. The answer, which I’ve known for 30 years, was something I never gave much thought. “It’s so that when you look at him you remember whether or not you…

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Editor's Picks

Why do companies struggle with digital transformation?

Companies of all sizes are faced with industry disruption, new technologies, and changing customer needs. Organizations with outdated…

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Operational Excellence

Leading people through forced change

When employees face disruptive change, they are often spurred on because there is a well-founded “why”—a justification for…

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Customer experience

So you have a journey map. Now what?

As organizations strive to become more customer-centric, journey mapping has become an integral tool to help organizations get…

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RPA in 2020

Mindless. Repetitive. Tedious. Necessary. Some of the most important functions in your business are cyclical, manual processes. Often…

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LinkedIn LIVE events

digital-first

Bouncing forward

Last week, I got to sit down with Dan Murray, advisor at Quantum Metric and former CDO of Bed Bath & Beyond. Dan is whip smart and has ...

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the Age of the Customer

Bouncing forward

Recently, Anoop Warrier, former Head of Digital for SunTrust Bank, spent some time with me discussing digital transformation and leadership ...

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0720_LinkedInLive_Ken_LPv3

Bouncing forward

The business world won’t be bouncing back from COVID-19. Instead, some businesses will “bounce forward” with the help of three key ...

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Webinars + podcasts

Sign up to watch Celerity webinar recording

On-Demand Webinar: How Responsive Enterprises thrive in uncertain times

When disruption reigns, let your customers show you the way with Customer-Centricity, Operational Effectiveness and Agility Business as ...

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activate journey map

Activate your journey map

Why is activating a journey map difficult? As organizations digitally evolve and transform, every aspect of the customer journey is mapped. ...

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innovation at scale

Harnessing innovation at scale

Harnessing innovation can be painful and disruptive unless you turn an innovation process into part of your company’s everyday routine. ...

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