Experience Strategy

5 Ways eSIM Will Change the Customer Experience

5 Ways eSIM Will Change the Customer Experience

eSIMs — or embedded SIM cards — are all the rage since Apple announced its latest iPhones would have the feature. As more carriers and smartphones likely incorporate the new tech into future releases, what does that mean for consumers?

How 5G Will Transform the Consumer Experience

How 5G Will Transform the Consumer Experience

It’s another development in the world of wireless tech, but will 5G provide more than just speed? projekt202’s Joe Dyer discusses the many ways 5G technology can completely alter and improve the consumer experience.

4 Lessons Wireless Carriers Can Learn from Amazon

4 Lessons Wireless Carriers Can Learn from Amazon

While retailers race to keep up with Amazon, wireless carriers, on the other hand, have been less susceptible to the “Amazon Effect.” In this article, projekt202’s Joe Dyer shares four lessons that wireless carriers can learn from Amazon’s decades of retail innovation.

The Real Costs of Poor Customer Service, Part 2

The Real Costs of Poor Customer Service, Part 2

In his follow-up article on customer service, projekt202’s Joe Dyer discusses ways in which media and communication companies should adjust their customer service strategies to produce more positive results.

The Real Costs of Poor Customer Service, Part 1

The Real Costs of Poor Customer Service, Part 1

According to a report, poor customer service costs companies more than $75 billion per year. Increasingly, customer service is one of the most important aspects of a consumer’s choice. projekt202’s Joe Dyer takes a look at the ways customer service can either boost or detract from a company’s brand.

Millennials Lead the Way in Cord-cutting: Trends & Strategies the Cable Companies Can't Ignore

Millennials Lead the Way in Cord-cutting: Trends & Strategies the Cable Companies Can't Ignore

The days of every household paying more than $100 per month for cable service are long gone. projekt202’s Joe Dyer tracks the trends and strategies that cable companies must follow to stay relevant for future subscribers.

B2B Portals are Mission Critical, So Why Do So Many Offer Frustrating Experiences?

B2B Portals are Mission Critical, So Why Do So Many Offer Frustrating Experiences?

Based on extensive user experience research and design, projekt202’s Joe Dyer shares important findings and recommendations for best practices for B2B portals.

How to Benefit from Emotional Intelligence and User Research

How to Benefit from Emotional Intelligence and User Research

Shannon Graf, Director of Experience Strategy and Insight (ESI) with projekt202, examines emotional intelligence (EQ) and its business applications, highlighting crucial traits and competencies to put into practice today.

Diary Studies 101: Benefits & Basics for Better Understanding Your Customers

Diary Studies 101: Benefits & Basics for Better Understanding Your Customers

To better understand the behavior of your customers or users, sometimes it’s not practical to directly observe them when and where those behaviors occur. In these instances, a diary study is a useful way to collect behavioral data remotely.

Real Vs. Fake Journey Maps

Real Vs. Fake Journey Maps

Customer journeys aren’t created; they’re discovered — then UX professionals create future journey maps that document the ideal experience. In this thought leadership article, projekt202’s Joe Dyer details the importance of having the best resource for improving your customer experience.

Score Better Customer Experiences and Business Results with User Testing

Score Better Customer Experiences and Business Results with User Testing

Director of Experience Strategy and Insight (ESI) Joe Dyer discusses the many benefits of customer experience validation, including usability testing and iterative validation.

The Reframing of Personas: Choosing Flexibility Over Rigid Adherence to Process

The Reframing of Personas: Choosing Flexibility Over Rigid Adherence to Process

Principal Experience Researcher Kelly Moran explores the need to focus attention by re-examining the beneficial ways of producing and delivering personas.