Author: Derek Phillips

A content strategist’s initial thoughts on Sitecore’s Content Hub

The Content Hub rollout came into focus at Symposium 2019 If you’ve never been to Sitecore Symposium there are a few things you should know: It’s super informational. And... ...Read more

Reducing call volume while maintaining C-SAT: No joke

We all know the old joke: A guy says to his doctor, “It hurts when I do this [makes a waving motion].” His doctor studies the motion carefully and... ...Read more

Turn down the heat in an ice storm? When Hell freezes over

It was cold; really cold. I know because I was there. The end of January can be a dicey time of year in a regular Midwestern winter, but we... ...Read more

CX for utilities: Embrace digital change to stay competitive

We at PK are lucky to work with a very diverse set of clients, each with unique needs, opportunities and challenges. None more so, maybe, than utilities. Increasing disruptions... ...Read more

How to ‘Google-ize’ Onsite Search

We spend a lot of time and effort trying to get our web content found by search engines. Why wouldn’t we focus at least as much on onsite search,... ...Read more

Building Connected Content Experiences and Creating Value

When we talk about connected content experiences, we’re talking about sharing: sharing insights and observations, sharing information, sharing our time. If we’re bold enough to ask customers to share... ...Read more

Amazon’s Ultimate Personalization Play: The Opportunity and Risk

There’s been a lot of chatter this week around Amazon’s just-announced Fire phone, mostly around the device’s product recognition features and deep ties to Amazon’s eCommerce universe. But while... ...Read more

Better Service for Better Experiences

Think about the last really great night you had at a restaurant. What was great about it? The venue? Sure. The food? Certainly. But wouldn’t all of that pale... ...Read more

The True Value Of Content Marketing: No Shock Here

If you’re reading this then you’ve probably read the arguments surrounding Mark Schaefer’s Content Marketing Shock article. To recap, Schaefer’s argument is that as a publishing strategy, content marketing is unsustainable—the... ...Read more