Engage users where they are with omnichannel service design strategy How a user-centered, multimedia, B2C service strategy doubled the number of new leads and increased existing engagement ten-fold. Challenge: A B2C education and research lab is innovating on...
Grow engagement with integrated customer journeys How a CRM, marketing email automation, and go-to-market toolkit redesign increased sales and user engagement & retention by 50%. Challenge: A B2B research and corporate relations business cannot scale and sees...
Insights and resources for learning managers on creating and nurturing communities. The dramatic growth in online professional education owes much to the convenience and flexibility of the virtual classroom. However, a less recognized attribute of online learning...
Almost everything works better again if you unplug it for a bit, including your mind. In order to operate at optimal levels as a service designer, to empathize, and to remain present with human and complex challenges, I maintain a regular daily mindfulness practice. I...
Competing research teams trained machine learning models to predict optimal routing based on real field datasets. Originally published on MIT News Routing is one of the most studied problems in operations research; even small improvements in routing efficiency can...
