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The article below is a summary of my recent ones AI survival guide. Resilience has transformed from a passive state of endurance to an active framework for thriving in the midst of exponential change. In today’s age of intelligence, which…
In the new year user experience will remain a high priority for retailers. The goal will be consistent with previous years — seamless multi-channel journeys that are flexible and responsive to customer preferences. Of course, these preferences change. One of…
In 2019, I was a freelance writer with no idea what SOPs were, relying on mental checklists and scrawled notes. Then, I joined an agency where SOPs ensured consistent, high-quality content. At first, I resisted the detailed checklists — they…
For the holiday shopping season, Itaú Bank has partnered with Brazil-based agency Africa Creative to facilitate the purchase of billboards for soccer fields. The traditional boards around the perimeter of the pitch were transformed for the Brazilian match between Botafogo…
In most roles I’ve begun, an employee handbook was the first internal document I read. So naturally, I’d make a lot of assumptions about the kind of place I was hired at based on the employee handbook. From vacation policies…
Imagine this: Emma, a young woman struggling with anorexia, has been seeing her therapist for almost a year. She shows up to her weekly session with a tangled jumble of thoughts—moments she forgot to write down, triggers she didn’t have…
This website uses Google Analytics to collect anonymous data such as the number of site visitors and the most popular pages. Keeping this cookie turned on helps us improve our website. First, enable Strictly Necessary Cookies so that we can…
Want to write a great email? End with a professional email signature. Unlike the standard sign-off found in paper letters, an email signature shares a bit more information about the work that I do. It’s a little note that allows…
Customer experience has faced serious challenges during the pandemic. Now, there’s no looking back. Customers want it all and there really is no excuse not to get it. Digital, in-store, blended “phygital” journeys — they’re all on the table in…
I still remember being super intimidated when asked to create a graph in Excel for a client‘s monthly report. It was my first day at work. I didn’t want to ask anyone for help, but I wanted to do a…
