Across marketing, sales, commerce, and services, we help our clients better understand the people who matter most to them, re-invigorate how they engage with them, build brand love, and continuously experiment and innovate. With insights into your customers’ wants and needs, we create experiences and innovative solutions that surpass their expectations.

They’re Not Investors, They’re Consumers

They’re Not Investors, They’re Consumers You’ve heard it before, but I will say it again. Millennials are different. They demand new ways of consuming...

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The ‘Edge’ of New Computing – and What It Means for CX

The ‘Edge’ of New Computing – and What It Means for CX Consider these three scenarios - in California, a project is underway that will enable traffic ...

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Get Into Your Customer’s Head

Who is Your Customer? Understanding your customers is an ongoing process that takes discipline and patience. Far too many companies either don’t do it...

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The Design Thinking Party Is Over

  It's time to get to work (and deliver value). 25 years ago, designers would get together and we'd moan that no one was listening. From a drafty loft...

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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 pra...

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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 m...

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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...

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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 th...

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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 ...

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Forrester Research and LiquidHub CX experts will discuss how to gain a detailed view into the customer experience through engagement blueprints in our upcoming webinar, Engagement Blueprint Webinars. Join now and watch, on September 14th


The Impact of Security on Customer Experience: Customer-focused security in an increasingly digital world

Customers want their mobile interactions to be easy, personalized, timely, and valuable for them. Read More