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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A Productive WRECK: 5 Customer Engagement Insights from a Crashed Car


“Life imitates art far more than art imitates Life.”

[Oscar Wilde, from “The Decay of Lying: An Observation” 1891]

At LiquidHub, I work with a team of designers to translate businesses operations into visual representations.

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How to Avoid Design Pitfalls Through User Research


More is better in terms of web traffic, right? Well, it depends.

Marketers frequently analyze metrics such as pageviews, pages per session, average session duration, and bounce rate to assess how well a website is performing. These metrics, however, do not necessarily provide the full context behind the users interaction.

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Top Medicare Trends from 2016


Medicare Open Enrollment is brutally competitive, and a strain on Medicare marketers everywhere. As one of my favorite clients said to me the other day, “Every year is stressful and a race to the finish.”

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The Five W’s of Usability Testing


At LiquidHub, we firmly believe in the power of testing. Usability testing allows the intended users of an application, website, or program to evaluate its performance. This quick, affordable testing method can not only give you valuable insights into your customers, but also introduce design thinking to your organization.

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Are you prepared to innovate your business model or operations by thinking like a designer?


This fall, LiquidHub became a sponsor of CreativeXchange, the Arts + Business Council of Greater Philadelphia’s (ABC) executive education program to bring creativity and innovation into the workplace.

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NPS is the New EPS


On a scale of 1 to 10, how likely is it that you would recommend a product or service to a friend or colleague?

This deceptively simple question is the core of a Net Promoter Score (NPS), a measuring system that allows companies to better understand customer loyalty and brand happiness without employing traditionally complex surveys about a specific product or service.

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Can Design Research and Visual Problem Solving Help Reduce Illegal Animal Trafficking?


Yesterday, LiquidHub’s Philadelphia Studio hosted a design research discussion for visiting MBA and Executive MBA students from Sydney, Australia’s University of Technology Business School.

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Why is Customer Research Important for Your Organization?

Why is Customer Research Important for Your Organization?

There’s no substitute for actually talking to real people about what they do and why. To better understand the behavior of your customers, go into the field to observe a group of current customers or the market in its natural state.

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APIs – A Catalyst to Digital Transformation

The key to digital transformation is through APIs (Application Program Interface). APIs make it possible for developers to connect the experiences with the apps we use every day and unlock the value of an organization’s data and assets.

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Who Should Own Your Company’s Digital Transformation?


Increasingly there are multiple leadership groups driving the digital agenda: the C-suite, Line of Business (LoB) executives, and functional leaders such as the CMO/CIO.

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How important is it for a company to be omni channel?

Omni Channel

According to Aberdeen, companies with extremely strong omni-channel customer engagement retain, on average, 89% of their customers, compared to 33% for companies with weak omni-channel engagement.

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