Customer Experience
Brands geared towards achieving unique customer experiences; purposeful companies looking for unforgettable points of connection.
The end of static strategy: towards a system of rapid response and cultural relevance.
1 April 2026How do you go from studying Law to leading digital strategies in the age of AI? For Marina Hernández, Head…
Beyond the algorithm: culture as the core of your TikTok strategy.
19 March 2026In recent years, brands have been living in a constant contradiction: the more we know about our audiences, the harder…
The Laws of User Experience (UX)
9 May 2024Have you ever felt lost on a website, fruitlessly searching for that “buy now” or “more information” button? This frustrating…
Get travel ready! Trends shaping the future of travel
1 March 2022-4,499 B$. That was the difference in the contribution of travel and tourism to worldwide GDP between 2019 and 2020.…
Welcome to the future of Social Customer Care: beyond Twitter replies
13 January 2021Your customers await you on social media Engaging with your social community involves more than just clicks and likes. In…
Why co-creation works
20 November 2020We are in the middle of a paradigm shift. The superdigitalisation generated by the COVID-19 pandemic is changing everything we…
Why your social customer care needs to evolve
1 February 2018How does Social customer care fit in within your brand’s digital transformation program? With the experience we’ve gained over the…
Messaging Apps and new spaces for relationships with brands
2 November 2017As technology evolves, resulting in new solutions and methods of interaction, brands are looking for ways to implement this technology…
Planet of the Apps: how messaging apps conquered the earth
26 October 2017Mobile applications have been converted in recent years mainly in the form of communication between individuals. The different alternatives available…
Luxury consumers: types and strategies for loyalty
22 June 2017Through our research on The customer journey in the Mexican luxury sector (in Spanish) we have identified three types of profiles…
Wearables: from identity crisis… to revival in 2017?
28 April 20172016 was not the best year for wearables. After a period of growth in 2014 and 2015 best marked by…
Pain points: why banks are driving the iGEN mad
27 February 2017In our study Bank To The Future, we analysed the problems our iGEN study participants face with everyday banking and…
