Strategy and Design

5 ways for SaaS companies to drive end-user adoption

Cloud-based tools are the future of business. Gartner projects that in 2020 companies will spend $155.7 billion on SaaS and PaaS capabilities, and the number will grow to $209.1... ...Read more

Mine your data before you change your loyalty program

Recently, a major retailer asked PK to assess its loyalty program, which had first launched in the late 1990s. By one metric—retention rate—the retailer’s program was still successful. But... ...Read more

Last Friday flyover: Healthcare narratives

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

Trauma-informed marketing: An empathy framework

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

MIT’s COVID-19 challenge: A weekend of work with fresh constraints

It’s one of life’s frustrations: No matter who you are, some of the smartest people will always be working for someone else. So, in this big world, no matter... ...Read more

Webinar recap: Scaling globally, connecting locally

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

Foundation for customer success

Years ago, I sat in a conference room on the campus of a global technology company. The distance from one end of the room to the other was so... ...Read more

Re-open for business: New engagement models for a new normal

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

Webinar recap: Planning for uncertainty

For leadership teams grappling with business uncertainty, it’s critical to understand how changes in consumer preferences are altering fundamental assumptions about market success. Over the past few weeks, the... ...Read more

Webinar recap: Winning with experience-focused customer success

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