Modernize Experiences

As an homage to Alex Trebek, we’re excited to bring you our Jeopardy edition of Last Friday flyover. This month, Derek Philips, Director of Content Strategy at PK, and... ...Read more

Most people touch their faces two to three thousand times a day. Being conscious of the surfaces we touch—especially germy phones, computers, keypads—and of the frequency we then rub... ...Read more

Nobody knew that 2020 would be the year the word “unprecedented” would become exhausted from overuse. But as I write this, sixty million Americans are living under curfew due... ...Read more

The case for creating a global content strategy In PK’s most recent webinar, VP of Digital Experience Solutions, Brian Payne, and I demonstrated the need for organizations to adopt... ...Read more

Today’s healthcare patients have access to a greater amount of health information than ever before – and yet still demand more that can be used for their benefit. This... ...Read more

10 years ago I wrote an article for CRM Magazine on the importance of teaching your digital experience (back then website) to mirror the intuition of your most effective... ...Read more

As organizations make plans to reopen, they face critical decisions about how to reengage their customers. Consumers will return but for many their priorities and preferences will have changed.... ...Read more

Technology vendors have an incredibly strong incentive to ensure their customers achieve desired outcomes when using their products and services. Customer lifetime value, retention, net-promoter, and cross-sell/upsell are all... ...Read more

Finally: The big book of CX. It’s time we consider how we do business from the customer’s point of view. In our big book of CX, we examine how... ...Read more

Technology such as chatbots, telemedicine and voice interfaces are making it easier for patients to get the information and care they need quickly and easily and will continue to... ...Read more