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Customer Experience (CX)
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?
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.
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.
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, D.C., on Dec. 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.
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:
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.
How Do You Perform Day One of a Design Sprint?
Part Five of a Multi-part Series on Design Thinking & Innovation
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.
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.
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).