The MetaCX Blog

Winston Churchill said that you should never let a good crisis go to waste. What I believe he meant was that the most difficult moments are also the ones that create impetus for positive change—because in the absence of crisis, it is much harder to justify disrupting the status quo.

Yesterday, MetaCX announced the appointment of Anand Tharanathan to the newly created role of Chief Product Officer. Anand joins MetaCX from Facebook where, as the head of user experience research, he led end-to-end product research. To get to know Anand and his background a little bit better, we asked him a few questions.

The abrupt arrival of pumpkin spice is always a sure sign that planning season is upon us—and this cycle promises to be particularly consequential. With the economy sputtering and all eyes on customer retention, companies are taking a hard look at their plans going into next year.

A critical role that designers must embody to be more strategic in an organization is to sell. The term “selling” can make some designers cringe—to creatives dedicated to the craft or empathizers who are simply trying to make the world a better place, selling feels like it spoils the discipline.

For several years, at the beginning of the digital marketing boom, the phrase "send the right message, at the right time" became prevalent. That message evolved into "get the right data at the right time," and more recently with the advent of big data, "get the right insights at the right time."

Arit Nsemo, Director of Customer Success at Built In, joined MetaCX this week to discuss customer listening—a key component of long last customer relationships.

The concept of “first” has two key meanings in business. There is the idea of an innovation first—for example, being first to market in delivering a specific product or offering. Then there’s the use of “first” as a designation of emphasis—mobile first is perhaps the most widely known example of this.

Co-creating value is more important than ever. This week, Mathew Sweezey, Director of Market Strategy at Salesforce, joined Dave Duke to discuss customer collaboration and co-creation.

The objective of Level 1 is to consummate a commercial relationship between a supplier and buyer on the basis of a clearly documented understanding of what both parties want and expect. After the contract is signed, you need to start thinking about Level 2: Delivery.