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Cracking the CX Code

Transforming Customer Experience through marketing, technology, and operations.
A blog on the Art and Science of Customer Experience (CX).

The Art and Science of Creative Storytelling in the Age of AI

Data tells us what’s happening. Stories tell us why it matters in the moments that matter.  AI can generate content and personalize experiences in real time. Genuine connection comes from human experience, perspective, and emotion and not algorithms. That matters because storytelling remains one of the most effective ways to build trust, engagement, and growth. Story-driven […]

Search Engines Still Need Answers—Just in Token Form

Over 59% of searches now end without a click to a website – that’s not necessarily a bad thing for brands, as long as they are prepared for this.

Use cases are sexy – or at least they should be.

Beyond defining requirements, use cases cut through ambiguity, align teams, and accelerate value realization.