Why do Creative Agencies Say the Same Thing?
While working on pitches at UXUS, I realised our portfolio and mission could better communicate our expertise. What we were doing within customer experience, brand experience and interior design was...
13 Dec 2020
The Benefits of Joining an Agency Mid-career
For the first eight years of my career I worked brand-side in a large company. This experience was full of long-term projects, one-brand focus and an abundance of resources. After...
21 Nov 2020
There is Nothing Small about Working at a Small Company
After working in-house at a large brand for almost nine years, I decided it was time to try a small agency. This agency had under 70 people versus the thousands...
07 Oct 2020
How to Study for the CCXP Exam, Honest and In-Depth
It’s hard to find an honest review of preparing for the CCXP (Certified Customer Experience Professional) exam. My initial search engine hits were blog articles ultimatley trying to sell a...
12 Sep 2020
Is CX another term for UX or Service Design? No, Not quite.
Let’s level-set. The digital world is taking over, everyone is talking about ‘experience’ and -X abbreviated professions are on the rise. However, this doesn’t mean everything is a user experience...
27 Aug 2020
Is the Next Customer Experience (CX) Revolution Creative-Led?
Customer experience (CX) is a relatively young, ever-changing discipline. Evolving from customer support and marketing, customer experience traditionally focused on governance and management. However, more creative professionals and even branding...
11 Jul 2020
CX Fundamentals to Boost Employee Experience
The correlation between employee experience and business growth is undeniable. However, many still struggle with ‘out of touch’ or outdated employee experiences. Much like customer experience (CX), companies should create...
20 Jun 2020
The Benefits of Working in a Regional or Remote Office
Early in my career I moved to the Netherlands to establish a regional product creation team. Working in a regional or remote office was one of the most valuable experiences...
06 May 2020
How to Transition from a Designer to a Strategist
Over three years ago, I transitioned from a designer to a strategist. Working within the more executional area of design still informs my thought process today. I know which concepts...
11 Apr 2020
Building CX Certainty in Uncertain Times
Cut costs, bolster customer experience, innovate within selected categories? For brands and businesses, uncertain times is like building a planet in an astroid belt. But let’s pause for a bit....
20 Mar 2020
Creating a Guest Experience Roadmap
There are constant improvements needed within hotels. Ensuring guests are engaged, satisfied and delighted is high on the list. However, it’s impossible to do everything at once. A guest experience...
26 Feb 2020
All brands and businesses have customers. Teams across all organisations use data about customers to create projects and make decisions. Sometimes this information is uncentralised or inferred. Let’s change that....
17 Jan 2020