81% of companies say they will compete mostly or completely based on customer experience (CX) (Gartner). At the same time, 72% of CX professionals do not feel their programs are very successful at driving business outcomes (MaritzCX). Does that me…

Building off our recent video blog on the difference between use cases and personas, watch below as Tim Mullane explains how to go deeper to find actionable use cases within the same industry sector. The obvious use cases exist between application…

So there it is. Amazon’s year long quest for its second headquarters has finally ended with an announcement that the will be shared by two cities, Long Island City, New York and Arlington, Virginia. When Jeff Bezos first announced the plan for HQ2…

It’s not just about knowing your customer, but also about really knowing your customer’s product and how they plan to use it. In this video, Tim expands on Ellen Quackenbush’s recent blog to illustrate how you should be thinking about and app…