Who Ate the Oreos?

Better understand your customer to create more valuable experiences Most organizations only know their customer in the most formal business context.

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What Did You Study? How Different Paths to Design Research Bring Value to LiquidHub Clients

When people ask me to explain what I do for a living, most don’t have a concept of what design research means – let alone what a design research practitioner does.

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The Human Risk of Your Contact Center

Chances are you can reel off the top of your head examples of subpar experiences you’ve had with some of the world’s most recognizable brands. The most egregious of these customer service failures can go viral, impacting the perceptions and buying decisions of millions of people around the world.

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The Importance of CX Isn’t New, But It Needs to Start With Empathy

Very recently I stayed at the Courtyard by Marriott. It wasn’t the most convenient hotel for us since it wasn’t close enough to my son’s college. In fact, I was thinking about staying somewhere else next time I visit my son.

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The Cost of Bad CX: Your Secret Weapon to Get Traction With CX Projects

Every company’s success depends on its ability to serve the needs of its increasingly empowered customers. Customers can, and will, easily take their business to competitors if they have subpar customer experiences with a brand. This potential loss of customers can help create the sense of urgency required to obtain

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