I’ve sat in on some really interesting customer experience talks over the past year or so. Most recently I participated in a roundtable at our Digital Cream event, moderated by Dr Mike Baxter, who asked the following question: “What’s the difference between the customer experience, and the user experience?” Mike defined as the former as...Read More

It’s no secret that delivering an excellent customer experience has a positive impact on conversion rates and revenue. Amazon is the perfect example of this. Its massive growth has been driven in no small part by its painless one-click payment system and excellent customer service. This infographic, produced by Monetate, shows that 73% of consumers would buy...Read More

Software is a multi-billion dollar industry but that doesn’t mean it hasn’t changed dramatically in the past several years. From the rise of the app store to software-as-a-service, how software is bought and sold has been evolving rapidly. That creates both opportunity and challenges for software’s biggest players. Case in point: Adobe, which yesterday unveiled...Read More

Doing the right thing long-term isn’t always easy for companies. Just ask Alibaba.com, China’s ecommerce giant. Last quarter, the company made some strategic changes to its business model, and focused in on improving the quality of its marketplace. The result: slower growth which, combined with higher expenses, contributed to a 25% drop in net profit....Read More

Today, we’re launching a new weekly Twitter showdown of some of the biggest companies on the web, in your grocery store or on your brain. Today’s competitors are some of the most well known brands on the planet. Yep. It’s Coca-Cola verses Pepsi. When have we heard that before? But this time, we’re not having...Read More