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The difference between CX and UX

What’s the Difference Between CX and UX?

Companies across every industry are increasingly focused on understanding their audience and personalizing their experiences. How do they achieve this? Each element of the customer journey has become its own field of study, requiring careful analysis and optimization.
What is the cost of bad CX?

What’s the Cost of Bad CX?

Today’s marketplace puts a huge amount of power directly in the hands of the consumer. When a single detail of the customer experience (CX) doesn’t live up to the customer’s expectations, the fallout can be costly.

Aftermath Services on the Frontlines of COVID-19

In response to COVID-19, many companies are implementing work-from-home policies or temporarily closing, but some are working overtime to help stop the spread directly. Our client, Aftermath Services, is one such company.

ANA is Putting Nurses First in the Fight Against COVID-19

Nurses across the country are in the spotlight as heroes in the fight against COVID-19. Solving this crisis requires getting nurses and other healthcare workers the support they need. Our client, the American Nurses Association (ANA) fully mobilized to meet this challenge by providing coronavirus resources, up-to-date information, and advocacy for their members.

Why focus content on customer pain points?

Pain points are, quite literally, the problems that can really make clients crazy. They are the inconveniences and inefficiencies that get in the way on a regular basis. Stemming from external and internal factors, there's usually a slightly elusive solution, making them that much more frustrating. The search for best practices, information, and tools for alleviating pain points is typically ongoing, which is why creating content around relevant solutions opens avenues for communication with potential clients.

What Is the Difference Between Traditional and Headless CMS?

  When considering the entirety of a website, including all the behind-the-scenes efforts and technology necessary for functionality, all the front end components would be considered the "head". Not to be confused with the actual "" element and inclusive content written into the code of the website, this analogy represents the front end, also considered the "face" of the website as it is what the end-users sees. 
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Video: Lightning Demos - Design Thinking Series

The seventh installment of our multi-part series on Design Sprints and Design Thinking wraps up Day One with the day's final activities and preparing for Day Two.  Paige Connor and Bob Poulin talk about how while Day One begins with setting goals, it ends with preparation for the beginning of Day Two. 
What are types of CMS

What are the types of CMS? Headless, Traditional, and Decoupled

In choosing a CMS, there is much to consider. A myriad of options exist today, with technological innovations targeting different functionalities and making the question of choosing no easy task.  The three main types of CMS can be determined by their structure; Traditional, Decoupled, and Headless. 

What are the benefits of Headless CMS?

As noted in our eBook on Headless CMS, while "the concept of the Content Management System (CMS) has been around for over 20 years," much has changed online. Websites and the Internet are now relied upon resources for informational, transactional, and navigational user experiences. The quality of the experience in accessing this information has risen exponentially in importance, dictating how information is disseminated, secured, and accessed. 
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Video: The Decider - Design Thinking Series

In the sixth installment of our multi-part series on Design Thinking and Design Sprints featuring Paige Connor and Bob Poulin, the discussion focuses on the decisions to be made.  As covered in the previous video, the themes have now been identified in the collected How Might We's. The next step is voting on and deciding how best to reach the Sprint goal based on these ideas.
What Is Headless CMS

What is Headless CMS?

As Customer Experience grows in importance for organizations and their websites, the storage and delivery of digital content becomes a key concern. Headless CMS is a way to put your content first by making your content storage input-agnostic. This gives you the flexibility to maintain your content without disrupting your website's functionality and to deliver a true omni-channel experience. 
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New Headless CMS Whitepaper

agencyQ is proud to release the new whitepaper, Headless CMS: Putting Your Content First. In this new whitepaper, agencyQ provides a comprehensive guide to understanding the concept of the Headless content management system at a level suitable for technicians and non-technicians alike. 
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Video: Finding the Themes - Design Thinking Series

The fifth installment of our multi-part series on Design Thinking and Design Sprints features Paige Connor and Bob Poulin talk about finding the themes in the How Might We's that have been gathered. As covered in the previous video, this key phrases break down why the words, "how might we" are specifically chosen. Now comes the time to expand on what happens after all the How Might We's have been created. 
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Video: The How Might We - Design Thinking Series

The How Might We takes center stage in the fourth installment of our multi-part series on Design Thinking and Design Sprints. agencyQ's own Paige Connor and Bob Poulin break down what it is exactly, when and how to use this key phrasing, and most importantly break down exactly why the words, "how might we" are specifically chosen.
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Video: Inviting Expertise into the War Room - Design Thinking Series

In the third installment of our multi-part series on Design Thinking and Design Sprints, agencyQ's Paige Connor and Bob Poulin discuss how inviting expertise into the process is a game-changing move and asset to accomplishing your goals. Subject Matter Experts, also known as SME's, can bring unparalleled insight and perspective to the table.  
Why focus on CX

Why Focus on Customer Experience?

Your customers are constantly online and have come to expect a high level of service that every organization has to meet if they want to survive. Rather than by price or product, organizations are competing for audiences by improving their Customer Experience now.
What is the value of good CX

What is the Value of Good CX?

At its core, CX is about human connection. Connecting an audience member to the value a brand can provide is what CX should do. More than just providing good customer service, customer experience is the totality of all experiences a customer has with your organization. It is every touchpoint and interaction, whether in-person, over the phone, or online, across all channels. 
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Video: Setting the Sprint Goals - Design Thinking Series

In this second installment of our multi-part series on Design Thinking and Design Sprints, agencyQ's Paige Connor and Bob Poulin continue the conversation with Setting Our Sprint Goals. They discuss how utilizing strategy to decide what we want to achieve throughout and at the end of the process can make all the difference. 
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Video: The Long Term Goal - Design Thinking Series

In this multi-part series on Design Thinking and Design Sprints, Paige Connor and Bob Poulin discuss the main components of Day One of a Design Sprint. We start by discussing The Long Term Goal, and how understanding what you hope to achieve guides the process of performing the sprint. Design Sprints begin on Day One, where the main focus is on creating a common understanding of the problem and setting the long term goal.
What exactly is CX?

What Exactly is CX?

Organizations can't count on traditional marketing and sales practices anymore. Reaching your audience isn't just about catching their attention- it requires making life easier for them. Successful organizations provide seamless, simple, low-effort, and rewarding experiences for their customers. Customer Experience (CX) puts the customer at the center of an organization to make it easier to engage and meet your customers' needs within every interaction. This includes providing utility at every touchpoint across all channels and at every stage of the customer lifecycle. 
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Summer of CX

These past few months have seen great work developed with new clients and long-standing client partners, with a focus on customer-experience enhanced  websites, new technologies, and creative digital strategies informed by Design Thinking, AI, NLP, and other data-driven performance marketing. 
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Using AI to Drive Digital Transformation: agencyQ at #ASAETEC19

agencyQ will be presenting “Punch Above your Weight: Digital Transformation using AI/NLP-driven Content Strategy” at the 2019 Technology Exploration Conference being held in Washington, DC on December 3rd and 4th.  CEO Sean Breen and Chief Revenue Officer Bob Poulin will teach attendees how to integrate Customer Experience and Customer Journey strategy with AI, NLP, visual recognition, search functionality and content management technology for faster analysis and categorization of content leading to higher value analyses, insights and prescribed actions.
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3 Key Takeaways from the 2019 ASAE Annual Expo

agencyQ presented on Customer Experience at the 2019 ASAE Annual Meeting, a conference hosting over 6000 industry professionals from across the country. The conference brings together association leaders to discuss industry trends, showcase the latest in customer experience and member experience strategies, tools and techniques, and connect association professionals. Let’s do a quick recap on what we learned and how we have been applying this knowledge towards enabling associations to achieve their mission. There were three major takeaways:
Design Thinking Process

Who Should be Included in the Design Thinking Process?

One of the main reasons Design Thinking is successful is because it counters the biases that prevent organizations from finding truly creative solutions. Because of its inclusive nature, the process alleviates issues with costs and risks and elevates employee buy-in. Design Thinking fosters problem solving with more of the total organizational knowledge, rather than a subset of it. This allows you to leverage an often-underutilized resource in decision making: the people who work closest to the problem at hand. Your subject matter experts and technicians and users have the hands-on experience needed to avoid the pitfalls that other groups might not be aware of. 
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How Do You Perform Day One of a Design Sprint?

Part Five of a Multi-part Series on Design Thinking & Innovation
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Everything You Need to Know for ASAE 2019

The 2019 ASAE Annual Meeting & Exposition is just around the corner, so we’ve put together a quick guide to help you get the most out of your experience.  
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What is Ideation in Design Thinking?

Ideation is the third stage in Design Thinking. It is the most exciting, pro-active part of the process, when all plans and preparations become ready to take action in the Prototyping stage. Every part of the thought journey is included, from inkling to innovation to actualization. Any and all boundaries are pushed to generate and develop new ideas, whether visual, concrete, or even abstract. The ideal end result is in accumulating numerous ideas to serve as possible goals and solutions. 
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How Government and Private Sector CX Strategies Converge

Customer experience is now at the forefront of every government agency's digital strategy. The 21st Century Integrated Digital Experience Act (IDEA) and the President's Management Agenda have focused on improving CX internally and externally. The strategies, objectives and measurements of CX success in government increasingly dovetail with those in the private sector. The value of great CX in government revolves around reducing duplication (Efficiency), increasing transparency and increasing employee and user satisfaction with government services (Effectiveness).
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Why Choose a Headless CMS Platform?

A Headless CMS is a content management system where the "web head" (i.e. the rendering of the web pages) is not part of the system, hence the term "headless". Headless CMSs do not deliver web pages, but collect and distribute content via APIs, leaving the website front-end to fetch and display the content.
How Do You Frame the Problem During a Design Sprint

How do you Frame the Problem during a Design Sprint?

The entire first day of a Design Sprint focuses on understanding the problem and its nuances. This first step is significantly important in that the stages following rely on it fully to achieve success. Not only is it about finding the right problem that can be effectively resolved by the Design Sprint, but also positioning it to be confronted directly, based on prioritizing criteria such as cost, time, impact, and any other relevant parameters. 
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What Are the Benefits of Design Sprints?

Part Four of a Multi-part Series on Design Thinking & Innovation
What Types of Problems is Design Thinking Best Suited to Solve

What Types of Problems is Design Thinking Best Suited to Solve?

Design Thinking is extraordinarily versatile for taking on the most challenging and seemingly impassible issues. The advantage is in the ability to pivot focus and apply critical thinking to ideate several potential solutions.
How does Empathy drive Design Thinking

How does Empathy drive Design Thinking?

Empathy is at the center of everything.
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What Are the Benefits of Design Thinking?

Part Three of a Multi-part Series on Design Thinking & Innovation
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What is the "How Might We" Technique?

One of the fundamental tools used in the Design Thinking process is "How Might We" (HMW). Rephrasing statements or questions using HMW enables organizations to think in terms of opportunities, rather than problems when developing solutions to their challenges.
Design Thinking Method

What is the Design Thinking Methodology?

In Part One of our Design Thinking series, we reviewed our presentation at this year's ASAE annual conference on how Design Sprints enable organizations to turn the Design Thinking Methodology from theory to practice to solve their biggest challenges. Here we will discuss what the Design Thinking Methodology is and what it means for organizations of all kinds.
What is the Difference Between Brainstorming and Design Sprints

What is the Difference Between Brainstorming and Design Sprints?

It's easy to confuse Design Sprints and Brainstorming sessions if you're unfamiliar with the nuances that make them unique. Though there is some overlap in purpose and activity, the two approaches are quite different and can provide divergent results. For organizations going through a change process or working to solve major challenges, choosing the right problem-solving rubric can make the difference between a creative breakthrough and a frustrating waste of time. Here are some of the key distinctions that will help your organization collaboratively generate new ideas and achieve your goals.
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Design Thinking & Innovation: agencyQ at ASAE 2019

Part One of a Multi-part Series on Design Thinking & Innovation 
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agencyQ Named a Finalist at Igniting Innovation Awards

agencyQ is proud to be named a Finalist for Technology Innovation at the sixth annual Igniting Innovation Conference and Awards for Find-it-First®.
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What's the Right Social Media Mix for Your Association?

It only takes two things to drive a successful social media campaign: effective strategy and the dedication to see it through. Whether you’re revamping an existing social media presence or creating a new presence from scratch, getting the right mix of channel, tone, frequency and content type to match your audience is key. How you achieve that is with a strategy that guides your actions and aligns your social media efforts to your marketing and communications efforts. We looked at some of the most common questions we get from associations about social media and put together a framework for building a successful strategy.Start With Strategy: Ask yourself the right questions.
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What does the IDEA Act (21st Century Integrated Digital Experience Act) mean for your agency?

U.S. government agencies are undergoing a major paradigm shift in how they design and operate public-facing government programs, particularly in the digital space. With the passing of IDEA, the 21st Century Integrated Digital Experience Act, federal executives have the legislative authority to pursue high-value, low-risk digital means of serving the public. As reinforcement, the President’s 2018 budget promotes an innovative framework for pursuing digital engagements with the public. Together, these mandates foster a Digital Experience Framework, helping federal leaders identify best practices in customer (citizen) engagement from the current digital landscape in the private and public sectors to enhance the online customer experience of federal programs. The Digital Experience Framework is simple: Examine and evaluate the digital approach of all federal programs in the context of their online customer experiences. In practice, the Framework calls on leaders to focus on key elements of the digital customer experience, such as simplifying online engagement, designing prudent handling of data and digital documents, and leveraging engagement data to streamline online operational workflows. The Framework provides a clear opportunity for a built-in feedback loop, where the continuous awareness and refinement of citizen experience guides how we design program operations. The Framework will revolutionize how we evaluate program performance. By focusing on how well we shape customers’ online experiences, we will have a new standard for determining value across disparate programs and a means of making iterative improvements. The Digital Experience Framework, shaped by Congress and the White House, is the start of an exciting, deep digital transformation of the Federal Government as it relates to its citizens.
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3 Content Marketing Strategies to Re-Engage Members

Membership-driven associations and social impact organizations are experiencing high rates of non-renewal and overall member stagnation—two trends that any savvy marketing leader wants to improve as quickly as possible. If your organization is facing this scenario, the good news is that there is a solution. You have existing relationships and history with lapsed and lagging members indicates you already have the baseline data and business intelligence for crafting a re-engagement strategy.  Here are three content marketing strategies to re-engage and retain members: Demonstrate why membership matters. Often, re-engaging lapsed members can be as simple as reminding them about the professional benefits and industry connections their membership provides. Use your organizational content to showcase the important work you’re doing and highlight how current, active members benefit from being involved. Reinforce membership’s value. Retain lagging members by providing new value through useful resources or content geared specifically to their needs. This approach will re-emphasize your organization’s purpose and specific benefits to your target audiences, reminding members why they joined in the first place. Deploy content marketing. Content marketing requires a constant stream of fresh, relevant content developed for and delivered directly to specific target audiences. Robust marketing platforms can support this content creation, dissemination, and tracking in several ways: • Build content with SEO best practices so it can be found easily by your target audience. • Analyze your target audience using a data enrichment platform that provides detailed information as well as internally and externally developed analytics and algorithms to help increase the effectiveness of targeted messaging. • Craft an effective content and outreach strategy based on analyzed information and specific insights from your marketing strategy team. • Sustain and amplify the content creation process with proven best practices by building a content calendar, planning for editorial coverage, and responding to current events in your industry or around your cause. • Re-purpose existing collateral into new content for redefined audience segments across additional channels. • Use marketing automation platforms to distribute your content effectively and collect data across your audience segments, enabling increasingly refined targeting and ongoing testing.
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Innovation and Design Sprints for Associations at ASAE 2019

05-How to Attract Young Professionals to become Association Members

How to Attract Young Professionals to Become Association Members

For associations, membership growth equals organizational success, so finding and converting prospects into full-fledged members is critical. One segment ripe for conversion is young professionals.
03-What Adobe’s Acquisition of Marketo Means for Marketers

What Adobe’s Acquisition of Marketo Means for Marketers

02-4 Digital Marketing Challenges Facing Today's Associations

4 Digital Marketing Challenges Facing Today's Associations

The Changing demands and expectations of members continue to reshape the way associations think about their digital presence, member engagement and demand generation. Associations that have adapted their digital and marketing strategies have forged paths to continued growth and relevance with their audiences. Here are four digital marketing challenges that associations must solve if they are to evolve: 
01-3 Important Takeaways from the 2018 ASAE Annual Expo

3 Important Takeaways from the 2018 ASAE Annual Expo

The 2018 ASAE Annual Meeting and Expo wrapped recently in Chicago. The event, which gathered professionals from associations, agencies, and technology companies called attention to many of the trends within the association world. We spoke to several association executives who touched on how they’ve re-energized and redefined their organizations, and we distilled what the experts had to say about their challenges and opportunities into 3 key takeaways from the event:
Human to Human Marketing

What is “Human to Human Marketing”?

It is increasingly vital to target, personalize and humanize your communications in today's digital world. As marketers we must focus on how these types of “human touches” interact. In “Customers Need a Human Touch in Digital Marketing”, agencyQ’s partner, Kentico, looks at the concept of human touch across the core elements of a digital marketing campaign for a hardware store client to illustrate the importance and the interplay between each of the elements.
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4 Signs It’s Time to Upgrade Your CMS

Content Management Systems can be make-or-break for an organization’s website. The right CMS can make keeping your website current a cinch and allow you to reach your target audience with the content they need. But having an outdated CMS that leaves you stuck with obsolete content and an unsecured website can be a costly mistake. Upgrading to a CMS that allows you to make changes when and where you need is pivotal, so here are a few ways to tell when it’s time to upgrade your CMS.
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Stop Chasing Clicks

This week, Google announced a conversion-based bidding platform for display advertising called "pay for conversion". 
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Growing With HubSpot: Scaling Up For Success

This year we had the opportunity to participate once again in HubSpot’s Partner Day as part of Inbound 2018. The day’s events focused on new product announcements, partner success stories and behind the scenes discussions of HubSpot’s innovation pipeline and business strategy for the future. Beyond the staggering product innovation, what struck us most was how the profile of the typical partner has changed over the past five years.
Why Web Accessibility Matters

Why Web Accessibility Matters

   Web accessibility refers to the practice of using website design and development that removes obstacles of access or usability for people with disabilities. 
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agencyQ Becomes A HubSpot Certified Agency Partner

 We are excited to announce that agencyQ has joined HubSpot as a Certified Agency Partner. HubSpot, the world's leading inbound marketing and sales platform, works hand-in-hand with agency partners to grow their businesses through inbound software, services, and support. 
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5 Ways to Secure Your Website and Improve Your Digital Marketing Performance

Data is the new coin of the realm. Data breaches and theft are at stratospheric levels, posing an ever increasing risk to companies and brands. Even if you don’t store credit card information or “sensitive” data, your website and other digital properties are still a juicy target for cyber-attack. Consider this:
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Automating Mobile Device Quality Assurance

In a perfect world an application would be used on one device, on one browser, on the same operating system. Unfortunately the days of monolithic systems where an application need only be tested on the one device that it was intended for are gone. Today, hundreds of new and old mobile devices are in circulation running different  versions of software using different browsers rendering application in a myriad of different ways. This has severely complicated the testing process and forced testing professionals to radically change their approach. 
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React JS, A Hands On Review

Front-End Development and JavaScript Frameworks When thinking about front-end development, everything boils down to three key areas: HTML, CSS, and JavaScript. HTML (HyperText Markup Language) defines the structure of a webpage, CSS (Cascading StyleSheets) describes the styles for your site, and JavaScript handles anything interactive in those pages.
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VideoCast: GDPR Compliance

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4 Principles of Impactful Charts and Infographics

April 26, 2018, was the first U.S. celebration of International Chart Day , an event to commemorate and raise public awareness of charts and infographics. Krista Hennings, agency Q’s Tech Director of Front End, attended the event and is sharing some tips on data visualization that were reinforced by the event.
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Debunking 3 Common GDPR Misconceptions

  With the arrival of the General  Data Protection Regulation (GDPR) roll out, agencyQ is working to help dispel some common misunderstandings and misinformation around GDPR. It’s not too late to wrap your head around the subject even if you’re not in a technical or security role at your organization.
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Essential Content Marketing Checklist

  Content marketing is the technique of creating and distributing valuable, relevant and consistent content to attract and acquire a clearly defined audience – with the objective of driving profitable customer action.   agencyQ has created a checklist to provide some structure for the content creation process.  As Content is at the core of successful marketing, making sure the articles, videos and posts you create are tailored for maximum effect is vital to the success of your campaigns.   Whether you are looking to grow your subscriber base, enhance customer/member relationships, target new customers or build product awareness, use this checklist to plan, develop and track the impact of your content marketing program.
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7 Reasons To Move Your Organization Off Ektron

In January 2015, Ektron was acquired by Accel-KKR and its product development resources were merged with Episerver, a sister portfolio company. Although Accel leadership has disputed the notion that Ektron is being sunset, the company has very publicly hitched its wagon to its other web-based CMS platform, Episerver, as the product for future platform generations. Accel’s selection of Episerver makes clear that there will not be any additional generations of the Ektron platform.
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Mobile Advertising:  Understanding Location Targeting Capabilities and Data Sources

Targeting audiences via mobile devices continues to be a challenge for advertisers. While more individuals are consuming more content via smartphones, many of the targeting tactics that have worked for desktop ads aren't available or practical for mobile advertising.  Considering the growing availability of mobile location data as a viable targeting tool, the time is right to ensure your organization's approach to location targeting is sound.
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Agile Marketing Revisted

Six years have passed since the release of the Agile Marketing Manifesto. In this post Robert Poulin is stepping back to examine how Agile Marketing is holding up and what organizations should keep in mind when considering adopting an agile approach to marketing.
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Google Analytics is Killing Website Design Research

How Google is Making Us Lazier (again) Few companies would begin any new capital expenditure without performing the appropriate level of market research to ensure that they're spending their money wisely. Why then do so many organizations leap into website design or redesign projects with very little effort put into market research? The increased availability of site data that has come with widespread implementation of Google Analytics across websites, has led many design professionals to believe that they're receiving all the information they need right from their Google account.
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Selecting the right CMS Platform for your project

CMS, DMS, CXM, EMS… These are just a few of the acronyms that get thrown around by the vendors that are selling digital marketing tools. It seems that in the bid to make themselves stand out in the crowd, each provider has created new and exciting terminology to make their offering seem different. It’s an approach that I can sympathize with – after all, these solutions are all unique. But the lack of a true common vernacular makes the process of selection dizzying for the digital marketer trying to pick the right tool to meet their mission objectives.
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Predict Tomorrow. Deliver Today.

Predict tomorrow. Deliver today.TM That's what digital marketing is all about, right? It's a tall order. As digital marketers, we look at analytics, trends, and KPIs, perform experiments, and lean on other talismans of the future to help clue us in to what works and what does not. But there is a second part to this success: delivering on those insights now. Delivering content and landing pages; websites and social posts. Delivering CRM integration and marketing automation. Get both the "predict" and the "deliver" parts right, and it's a killer combination.  
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agencyQ Named Top UX Agency by Clutch

“User experience is everything. It always has been, but it’s still undervalued and under-invested in. If you don’t know user-center design, study it. Hire people who know it. Obsess over it. Live and breathe it. Get your whole company on board.” Evan Williams, former CEO, Twitter
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agencyQ Interviewed for Kentico and Sitecore Expertise

agencyQ was recently recognized by Clutch as a leading developer in Washington D.C. and Baltimore. As a result of our recognition, Clutch reached out to interview our Senior Vice President of Engagement Delivery, Steve Hamilton, on our experiences with Kentico and Sitecore, two important Enterprise Marketing Solutions. 

Clutch Names agencyQ Leading Digital Agency

agencyQ, an award-winning digital agency located in Washington, D.C., was recently recognized by Clutch as one of the top agencies and developers in Baltimore and D.C.