Insights

In today’s crowded marketplace, design is no longer just an aesthetic choice — it’s a strategic one. Every visual element of your brand communicates a message. Before anyone reads a…

Customer experience (CX) companies are in the business of delivering moments that matter. Every interaction they handle shapes the perception of the brands they represent. And yet, many of these…

Let me start with a confession: I’m unapologetically a fan of the em dash. Always have been. I admire its confidence, its rhythm, its ability to say, “This part matters…

The rise of AI in Google Search is revolutionizing how users access information — and it’s dramatically affecting how websites gain visibility in the search engine results pages (SERPs).

Brand guidelines get a bad rap. Somewhere along the line, they became known as the corporate equivalent of flossing: everyone knows they’re important, few people follow them religiously and when…

In Part 1, we made the case that voice and tone aren’t just an afterthought in branding — they’re one of the most powerful (and most overlooked) tools in shaping…

When you think of Cracker Barrel, what comes to mind? For most people, it’s the front porch rocking chairs, the peg board games on the tables, the comfort food breakfasts…

In Part 1, we made the case that iconography isn’t fluff — it’s function. It’s your brand’s subconscious signal, silently shaping perception long before a single word is read. In…

Iconography doesn’t get invited to many brand parties. It’s not as loud as a logo or as flashy as a website redesign. It doesn’t trend on X (aka Twitter) or…

Last month, I walked the exhibit floor at Customer Contact Week (CCW) in Las Vegas—and let’s just say the AI identity crisis was alive and well. Booth after booth, brand…