Mary Drumond

What is Your CX Priority: Satisfied Customers or Profits?

What should your ultimate goal be when designing your customers’ experiences? Well, you might assume the logical response to be “to have satisfied customers”. We, however, are not that sure. What can be considered a “satisfied customer” to begin with? This is a question that…

How to Rise Above the Oversaturation of Customer Experience

Oversaturation; the thing that happens when you put too much cocoa in your warm milk and end up with little cocoa islands swirling around in it, and the universal proof that you can in fact have too much of a good thing. Customer experience as...

Customer Experience: Exploring the Full Potential of CX

I’d like to make the case that most companies out there are still failing to explore the full potential of Customer Experience. While the general concept of CX may have hit mainstream, converting that concept into actionable results still seems to be a ways...

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