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Perspective

Here you’ll find our musings on branding and customer experience topics as well as links to great articles and books written by other thought leaders in the branding and customer experience field.

Cover image for “Customer Experience: The Immutable You”

Customer Experience: The Immutable You

If you don't stand for something, you don't stand for anything. Nick Hall from Human Brand Experience Consultants discusses the power of the immutable you.

Cover image for “2018 Customer Experience Trends”

2018 Customer Experience Trends

Bruce Temkin, a thought leader in the CX industry, has named 2018 the year of Humanity.

Cover image for “B2B Companies Are Falling Behind in Customer Experience”

B2B Companies Are Falling Behind in Customer Experience

Great article on how B2B companies are falling behind in Customer Experience and what they need to do to catch up.

Cover image for “The Peak-End Rule”

The Peak-End Rule

Nick Hall from Human Brand Experience Consultants discusses the peak -end rule of Customer Experience Design.

Cover image for “Silo's and the Customer Experience”

Silo's and the Customer Experience

Nick from Human Brand Experience Consultants talks about avoiding silo's and getting all employees aligned and thinking about the customer experience.

Cover image for “Nick talks about Kickstart CX”

Nick talks about Kickstart CX

Nick talks about aligning your people and your brand using the Kickstart Customer Experience Program.

Cover image for “The Emotional Foundation of Every Customer Experience”

The Emotional Foundation of Every Customer Experience

This is a great blog explaining why emotions are such a critical component of customer journey mapping.

Cover image for “Top 5 Customer Experience Skills for Frontline Staff”

Top 5 Customer Experience Skills for Frontline Staff

How well-trained are your frontline staff? With all the talk about C-level buy-in for branded customer experience programs, it's important not to forget who interacts with your customers the most. This is a great article about what skill sets you need to empower your frontline brand advocates with.

Cover image for “Entire Films Captured in One Image”

Entire Films Captured in One Image

Jason Shulman captures the entire duration of a movie in a single image with his series Photographs of Films.

Cover image for “Earthworms and Airlines”

Earthworms and Airlines

An earthworm’s digestive system is essentially a tube that runs straight from its mouth to the rear of the body. It doesn’t so much eat anything as displace it, and as long as there is sufficient material in front to provide locomotion, everything works just fine.

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