Featured

The latest featured content published by the team at PK. Obtain valuable insights on experience engineering to optimize your organization today.

Vision 2020: Predictions for Agile Organizations

Growing up in Tijuana, I often came across “zonkeys” in the streets. Painted to look like zebras, these donkeys served as beasts of burden for tourists who came to Tijuana in search of “Old Mexico.” Why donkeys painted like... ...Read more

¿DevOps ha perdido su ritmo?

Una búsqueda en la web de “soluciones DevOps” arroja páginas sobre páginas de proveedores que sazonan sus materiales promocionales con vagas referencias a DevOps. Afirman que solo su compañía... ...Read more

Why agile projects fail: 3 ways to break the cycle

Maybe you’ve been through an agile project that looked like this: Design, build, test, deploy, and then blame other internal teams when the agile project fails. To learn how... ...Read more

Brick-and-Mortar Retail Can’t Risk Missing Out on Virtual Shopping Assistants

Brick-and-mortar retail is getting dissed by millennials, who increasingly prefer to shop online. With millennials representing an estimated $1.4 trillion in purchasing power, brick-and-mortar retailers can’t afford to ignore their... ...Read more

Creating A Unified Commerce Experience

With new capabilities for AI and IoT being introduced each day, the tools of the future are making it easier to connect devices and equipment while also deriving analytic... ...Read more

Watch These 3 Trends to Drive Greater Flexibility and Personalization in Retail

You don’t have to look far to see disruption taking its toll on physical retailers: With new subscription commerce companies like Stitch Fix, Dollar Shave Club and Loot Crate... ...Read more

How to Use AI to Circumvent Hospital Readmissions and Improve Patient and Business Outcomes

Patient readmission presents a substantial financial burden to healthcare systems. As value-based reimbursement models replace fee-for-service payments, especially Medicare, indicators of patient readmission (e.g. low-quality care) significantly impact hospital... ...Read more

Reducing Call Volume While Maintaining C-SAT: No Joke

We all know the old joke: A guy says to his doctor, “It hurts when I do this [makes a waving motion].” His doctor studies the motion carefully and... ...Read more

Turn Down the Heat in an Ice Storm? When Hell Freezes Over

It was cold; really cold. I know because I was there. The end of January can be a dicey time of year in a regular Midwestern winter, but we... ...Read more

SEC Analysis Determines How Customers Buy

Knowing whether buyers conduct consideration with complete, partial or minimal information about the qualities of goods they seek is an essential starting point for customer experience strategy. This method... ...Read more