How to Design and Nurture Innovation as a Culture

The word “innovation” is synonymous with advances in technology. However, at its core, innovation boils down to the ability to adapt and discover new opportunities that enable new ways of working, building competitive advantages, and improving people’s lives.



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How to Avoid a Lousy User Experience

When asked what I do, I usually have an answer queued up and ready to go: I develop and design digital products, services, and experiences for our clients that are rooted in a deep understanding of the user and business goals. Next, they follow up with, “what does it take to design an experience?” and that’s where it gets interesting.

Today, I’m going to take you through mobileLIVE's design...



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What are the leading digital banks doing differently?

Banks have always taken a customer-centric approach to how they operate - an approach, that for the last 30 years has become more and more fueled by technology.



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One of these 21 Personalization tools will boost your sales

Time and time again, the strategy that is driving business and seeing some of the most significant returns is personalization. Gartner predicts that e-commerce businesses that personalize successfully could see profits rise by up to 15% by 2020. Apart from the vision, strategy, and talent, you need the right tools; and much like a carpenter is crippled without a hammer, our modern business...



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10 reasons why your CX needed AI starting yesterday

The challenge with the customer experience is that it is ever-evolving, and all too often we are seeing the seemingly infinite demands of the customers met with the finite limitations of people. So how can brands meet these demands? When you take into account Gartner’s statement that “By 2020, customers will manage 85% of their relationship with the enterprise without interacting with a...



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I’m Connected but am I Connected to You?

Hi there, it’s me, your customer. The one you spend millions of dollars trying to connect with during the waking hours? Ya, that one. Well, guess what? I am connected. But perhaps the term “connected” is misleading. I prefer to view myself as “empowered.” And if you want to connect with me, you first need to understand what this empowerment is, and I won’t lie, it borders on superpowers!



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The Gateway Drug to Conversational Commerce

If millions of years of human evolution have taught us anything, it is that people have always preferred the use of voice to interact. However, for decades it was agreed that the technology “wasn’t quite there yet” to be used with machines. In the interim, nose-to-the-phone model of personal computing became the defacto standard, and no one really questioned it. Things have really begun to...



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22 Customer Experience Quotes from some of the Top Brands in Canada

Let’s play a game. How many brands do you think I experience in a typical day? Shall we find out?

It’s 6:55 AM and I’m awoken by the sounds of Lovely Day, by Bill Withers. A smile inevitably crosses my face as the tempo rises, that is, until I hear my girlfriend yell, “OK Google, STOP!” She obviously is not a morning person. Still half asleep, I wander into the kitchen to put on a pot of...



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PRO-Gamification: The Future of Retail Experience

Brandy, a Generation-Z consumer, comes across an Instagram “like” by her friend for a featured dress. She likes the garment and is interested in purchasing it in a different colour. She decides to go online and compare prices, and while browsing, she is prompted to download the retailers’ app, which would result in a 10% discount off her first purchase. However, after comparing prices,...



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Voice Assistants: Raising Expectations by Empowering the Customer

Voice command technology has mostly been used in smartphones and computers in recent years, but today it’s becoming increasingly common for voice assistants to be incorporated into virtual and home assistant devices, consumer products, appliances, customer service offerings, e-commerce, and more. In fact, as the technologies required to operate voice assistants continue to improve, so too will...



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