The Secret Formula to Turn Customers into Brand Advocates

What does it take to turn customers into brand advocates? It’s not an easy question to answer, and no magic formula exists — but some…

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Does conversation hurt or help Chatbot UX?

This article explores when conversation benefits and when conversation hurts chatbot UX. I walk through case studies for both sides of the argument and compare divergent opinions from Ted Livingston, CEO of Kik, who advises bot makers to deprioritize open-ended chat, and Steve Worswick, the creator of “the most human chatbot,” who encourages developers to invest in truly conversational experiences.

A Multi-Method Approach to Improving Customer Experience

How UX insights can help your business. Customer experience has become a critical differentiator in today’s marketplace. There is distinct business value in analyzing, managing, and improving customer experience effectively; it provides strength in brand preferences, a boost in revenue, and an improvement in customer…