August 2019 | Text by Alberto Ferreira 

Content and cognition: Writing for the human mind

Ever since the beginning of the technological age, sci-fi forecasts were quick to render the human mind obsolete. Psychology has since highlighted the role of emotion and cognitive biases in how people understand and consume content. Here are some strategies for how to speak to customers old and new – and to their brains.read more...

August 2019 | Text by David Truog 

Understanding human perception to improve experience design

The quality of customers’ experiences with a company determines whether they choose to be loyal to it or switch to a competitor — Forrester’s data has proven it. So, it’s crucial for companies to better understand how people’s interactions with them shape their perceptions.read more...

July 2019 | Text by Charles Richard 

Digital change – it’s here to stay

Digital transformation is calling organizations to rethink not only their products and services but also internal processes and company structures. Is it time to take some daring risks?read more...

May 2019 | Text by Nithya Krishnan 

When user assistance meets user experience

Both a content strategy and a design strategy are focused on the same goal: Creating experiences that are clear, concise and consistent. So, what does it take to create experiences that work seamlessly across products?read more...

April 2019 | Text by Joe Girling 

Do you need a content delivery solution?

Two sides need to be considered carefully before implementing a content delivery solution: What content publishers need and what end users expect from a system. Here is a checklist of requirements that can help companies decide what’s initially important and how the solution might evolve over time.read more...

April 2019 | Text by Andrea L. Ames 

"Everybody sells" – it’s not just a slogan anymore

A great opportunity awaits post-sales content professionals who choose to embrace the idea that "everybody sells." With the value our content provides to customers, we can directly contribute to customer acquisition and retention.read more...

March 2019 | Text by France Baril 

Do we need to pump the brakes on chatbots?

In the last decade, chat has become the most popular platform for customer and technical support. Support is a huge cost for business. With the hype around Artificial Intelligence and deep learning, there’s a lot of excitement about the possibility of replacing live support with chatbots. But a deeper look shows the technology has a long way to go.read more...