American Media and CX

American Media: Where Customer Experience Trumps Human Experience  American media is synonymous with entertainment, but why? Broadcast and news media as well as film have been developed in order to entertain their audiences. As sources of public education and art, American news media and film were initially built to convey aspects of real, human experience. In order…

Optimizing the Data Experience

Data is important.
Organizations worldwide spend trillions collecting, compiling, analyzing, visualizing, and distributing data. Data is collected for
 a multitude of reasons: to enhance decision-making, reduce risk through trend spotting, provide accountability, and to measure against performance indicators. Companies who manage the data process best often enjoy a significant competitive advantage over their less well-informed competitors.…

The Age of the Smart TV and the Second Screen

Consider the current landscape of television viewing from a marketers’ perspective. DVRs, increased segmentation, binge viewing models, and additional online offerings are compounding pressure to find new ways to communicate. Networks and marketers are stretching and bundling Nielsen ratings, suing or making deals with companies that facilitate commercial skipping, and endlessly searching for new models.…

Edgar Allan Poe on Experience Design

When certain companies (Virgin Airlines, Nike, Vodafone, Starbucks, Zappos, Apple) seem to consistently deliver experiences that are both popular and critically acclaimed, it can seem as though they have found the magical elixir. Indeed, in his heyday, Steve Jobs was lauded not as strategist or designer, but as magician with headlines like “iGod” on the…

Can Banks Be Cool?

Few words in the English language are more over-used and overwrought than the word ‘cool’. Its original meaning has been bent and twisted to so many purposes as to render it suspect at best, and meaningless at worst. It’s almost to the point where to call something ‘cool’ means that it isn’t. Cultural history suggests…

The Taco: Epitomizing Mexican CX

It Begins With the Taco: Epitomizing Mexican CX Who doesn’t love tacos? This generalization has become even more accurate since UNESCO’s declaration of Mexican cuisine on the list of the Intangible Cultural Heritage of Humanity in 2010. The main dishes at its core?  Corn, chile and beans. True Mexican cuisine, in its tangible form, is…

What is a Human Experience?

Our latest quarterly, The Human Experience Issue, has hit both virtual and physical newsstands. But what exactly is a human experience? Read on for our take, and don't forget to subscribe to MISC for the latest insight on design thinking and innovation.  The titular question reminds us of the old brainteaser: “If a tree falls in…