The experience that defines the relationship between the customer and companies that serve them today is often broken.

Diamond’s Customer Impact teams help companies design and implement a creative system of capabilities across all human interactions which lead to passionate experiences.

Companies benefit by breaking the traditional notion of the demand funnel through a marriage of marketing and technology that results in loyal, profitable customers.

Three Steps to Improve Your Work Experience With Effective UX Design

September 2, 2010

Post authored by Katherine Kohatsu and Nicole Lapka When was the last time you used a website or an iPhone app and thought to yourself “this is pretty darn cool”?  Those “cool” sites and apps are usually the product of superior user experience (UX) design. Entire project teams are devoted to analyzing typical users and [...]

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Multi-Channel Integration: The Emerging Mobile Channel as a Catalyst for Change

August 27, 2010

Authored by: Dean Nicolacakis, Anthony Klick and Andrew Sofield This is “not your father’s customer experience.” With emerging channels serving as catalysts for architectural and technology changes within retail banks, the rate of change has increased exponentially in recent years. Mobile is just the most recent example of a channel that gives rise to a large-scale [...]

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Mobile Phones Should Recognize Their Owners

August 13, 2010

Sometimes I wonder why modern mobile phones—“smart” phones, no less—require us to punch in a pass code. The security value of pass codes has come under question, and I think it’s about time mobile phones were able to recognize their owners without requiring pass codes and without sacrificing security. Mobile phones are already being used [...]

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The 3 S’s of Social Media in Insurance – Sense-Share-Serve

August 1, 2010

Social media has significantly simplified communication of thoughts and ideas. Reaching out to a friend across the globe has been simplified to a simple “poke” on sites like Facebook. Brands have leveraged this media to promote awareness of their products and raise a sense of comfort and trust. Developing a sense of trust is even [...]

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Three Reasons Driving iPad Adoption in the Enterprise

July 30, 2010

“Unless you’ve been living under a rock, you know that Apple’s iPad has been available for the past couple of months”, begins Chris Curran in a recent article on the future of the iPad and tablets in the enterprise at CIO.com. True, the iPad has been talked about for months and people have had it [...]

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The Top 5 Mobile Commerce Trends

July 23, 2010

Mashable recently blogged on the top 5 mobile commerce trends in 2010. Here are some of my thoughts: 1.  Bargain Hunting: Who can resist a great bargain? The ‘location’ element of mobile, providing shoppers greater price transparency and the ability to find the best deals while they are out shopping – even for big ticket [...]

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How We Cope (2)

June 10, 2010

Here is another entry in our ongoing series on how we alter our world to better suit our needs.  Here a streetlamp has been re purposed into a garbage can.  Better in here than the ground?                  

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From Design to Design Thinking: It’s The People, Stupid

June 10, 2010

If you close your eyes and think about the word “design” chances are you’ll conjure up images of fashion models, runways, color palettes, maybe the ipad, or perhaps your fifth grade art teacher. While traditional design has come to refer to aesthetics, image and fashion, Design Thinking is a new approach to solving complex problems. [...]

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An executive’s guide to the new CRM – Part 2

June 9, 2010

Part II – CRM Capabilities and the Value they Deliver As Jonathan Kletzel mentioned in An executive’s guide to the new CRM: Part I – WHAT is CRM and WHY should you care?, CRM is no longer just an application, it has evolved into a broad business strategy for developing and strengthening customer relationships in [...]

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An executive’s guide to the new CRM – Part 1

June 9, 2010

Part I – WHAT is CRM and WHY should you care? Mention the term CRM and many executives will cringe.  Marketing and technology executives are still nursing scars from failed Customer Relationship Management initiatives in the early 00’s.  Those initiatives promised lucrative financial gains through increased retention and share of wallet penetration delivered through turnkey [...]

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