Seth Earley

How to Fix Broken Digital Transformations: “Acts of Heroics” is Not a Viable Customer...

When it comes to the big launch of a customer-focused digital transformation program, such as building a new e-commerce site or revamping customer-service protocols, the IT department, contractors, merchandisers, and marketers usually get the things over the line through acts of heroics, working nights...

Improving the Digital Experience: 6 Steps to Create a High-Fidelity Journey Map

In customer experience, the most difficult challenge is the gap between desire and execution. We all want to deliver a better experience. So why can’t we? At the root of this problem are information systems that are not configured to deliver the ideal experience. Since...

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