Janelle Estes

A Company-Wide Customer-First Obsession: A Must-Have, Not an Option

User expectations have soared in the app-driven economy. People tend to compare companies less against competitors than against their own notion of an ideal experience. Companies no longer have the luxury to turn a blind eye to any disconnect between how their products act...

Apple iPhone Ads Solidify Youth Loyalty, Alienate Older Generations

Apple is known for its revolutionary and successful advertising campaigns, such as the Think Different campaign of the 1990s and the Get a Mac campaign of the 2000s. But does the company’s recent series of iPhone ads—which reflect a departure from the crisp aesthetics...

Three Ways Streaming Media Companies Can Dominate CX

Traditional cable and satellite subscriptions are quickly declining, making watching streaming video for daily entertainment the new normal. With 22 million people in the U.S. “cutting the cord,” cookie-cutter approaches to entertainment services must change rapidly to meet and exceed evolving expectations of savvy...

The Why Behind Big Banks’ Mobile App Friction

For the past five years, the largest U.S. banks have seen a gradual decline in growth of active mobile banking customers. Banks are slipping when it comes to delivering a customer experience (CX) that meets or exceeds consumers’ digital expectations. The incentive for retail...

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