Author: David Rosenstock

PK’s Clay Walton-House featured in Forrester report on personalization

In the January 28th, 2020 Forrester report, “Use Personalization to Drive Loyalty and Customer Obsession,” PK’s Clay Walton-House discusses how to build emotional resonance with customers. As the Managing... ...Read more

The hidden cost of faxing in healthcare

What if it took 3 months to get an appointment with your car mechanic? Or your bank needed to be financially incentivized to digitize your account records? What if... ...Read more

Retail forecasting in the age of big data

As brick-and-mortar stores experience increasingly trying times, the need to better predict consumer behavior has taken on new meaning. The rise of artificial intelligence (AI), machine learning and predictive analytics, along... ...Read more

Ghosts of retail past

What Sears has to tell us about customer experience While we’ve been hearing about brick-and-mortar stores being on the ropes for a decade, the number of major retailers that closed over the... ...Read more

How edge computing is reshaping retail

From the rise of e-commerce to Amazon Go, retail has experienced a drastic transformation in the past decade, and advancements in edge computing are expected to drive further change:... ...Read more

Autonomous intelligence on the edge

Edge computing is a business opportunity borne of necessity. Data from devices connected to the internet is expected to reach 403ZB in 2018—that’s a trillion, or 10^21, gigabytes. If... ...Read more

A PK perspective: Blockchain

Some years seem to test the importance of tradition, while other times seem ripe for change. With a nod to both historical record and a reputation for disruption, blockchain... ...Read more

A PK perspective: Conversational voice interfaces

“Hey Siri, how will voice search change my life?” The proliferation of voice-activated devices has brought voice recognition technology into millions of homes. One in six people in the... ...Read more

New demands for data discovery

More and more people are beginning to embrace the concept of self-service analytics, and interest in data discovery has grown significantly as a result. ...Read more

The case for emotion in customer experience

This is the first in our series on Emotion Design in CX. Read the 2nd, 3rd, and 4th in this series next. Designing for emotion is becoming an increasingly important... ...Read more