Screens & Places: Customer-centric branded digital ecosystems

The intersection between digital, social and physical experiences. This past weekend the family and I headed into the city for the annual Toronto Santa Claus parade, which according to the organizers is the largest in North America. As part of the total experience we rode the GO train into the city. The kids loved it! […]

Personas: See your product through your customer’s eye

“Our most effective (design) tool is profoundly simple: Develop a precise description of our user and what he wishes to accomplish.” – Alan Cooper on goal-directed design, The Inmates Are Running the Asylum Personas are an extremely valuable tool for marketers and designers in any field, as they bring market segments and individual customers to […]

The Emerging Role of the Customer Experience Professional

The lines are blurring. What was once a survey respondent is now a customer participant. What used to be called market research is now often referred to as customer insight. As we move from a product-centric world to a customer-centric world, addressing the needs and wants of empowered customers has resulted in the creation of […]