Greg Heist

Customer Centricity During Crisis: How Brands Are Being Strategically Responsive

This blog post was written in concert with my colleagues Valerie King, Content Writer, Crystle Uyeda, Senior Director, Business Development, and Susan Scarlet, Vice President, Strategic Branding, Gongos, Inc. As the COVID-19 pandemic continues into summer, it is upending daily life for individuals and organizations...

Is the Experience Frontier the New Innovation Frontier?

{Blogger's note: This piece was written in concert with my colleague Sam Herzing, Senior Delivery Manager, Gongos, Inc.} Companies are often built around creating the next new thing. Whether it’s Apple developing the iconic iPhone and iPad, Netflix pioneering video streaming or Tesla rethinking the...

Design Thinking and the Customer-Centric Organization

"There's a reason millions of people try to solve crossword puzzles each day. Amid the well-ordered combat between a puzzler's mind and the blank boxes waiting to be filled, there is satisfaction along with frustration. Puzzles can be solved; they have answers…But a mystery...

“I Can See Clearly Now:” Calibrating Research to Understand the Whole Human

{Blogger's note: I'd like to credit and thank my colleagues Michael Francesco Alioto, PhD, Vice President, Global and Curtis Kaisner, Senior Research Strategist for the foundational academic review and framework; and Hallie Dunklin, Associate Director, Branding and Design for helping me bring this work...

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