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Rob Chappell speaking in front of a crowd at CX Café in Raleigh, NC.

Taming Fragmentation: How Red Hat Is Building a Unified Digital Experience Ready for an AI-Driven Future

Featured Guest: Rob Chappell Sr. Director of Digital UX, Red Hat Recently, in partnership with Adobe, we had the pleasure of hosting enterprise CX…

The Benefits of Using Google Analytics 4

Google Analytics 4 provides a robust and forward-thinking solution to providing an effective omni-channel experience, accurately tracking the customer…

Spooktober: Scary Tales of Online Presentations

Later this week, I’ll be presenting at the Bay Area Drupal Camp (BADCamp). But instead of waking up and looking out of a hotel window at the sprawling…

Tips to Ensure Your Advertising (or Campaign) Sign Doesn’t Effectively Say “Stop”

It’s election season in our hometown of London, ON -- actually, it’s been election season since May 9th (we just seem to go from one [provincial] to…

The Perils of (Mis)Communication

Why do many customers have an inherent distrust of companies? Why do they look at public relations and marketing efforts through a jaundiced eye…

Trolling Through the Muck Can Lead to Business Gold

Sometimes you have to sift through the muck to find that nugget of gold. So before you outright dismiss someone as a quote-unquote troll, you may want…

Filling the Void with Facts - Effectively Bearing Bad News

It bears repeating, but it pays to be good at bearing bad news. And this is especially important when the news you're sharing carries the unfair twin…

Drilling Into the Importance of Client Education for UX and Content

Recently, I was under the lights at my dentist’s office. Maybe it was the hypnotic hum of the drill, maybe it was the influence of freezing, but our…

Nothing Trendy About Quality, Customer-Focused Content

Here's the thing about trends -- they tend to fizzle out. So instead of trying to catch a wave of popularity, businesses should focus on providing…

Accessibility is About Independence, Not Dependence on Others

While it is unfortunate enough when a process is inaccessible, it is far more frustrating when those in charge of the process expect users with…