Insights from Critical Mass

  Inspired By: The Customer-First Magic in the BMW WeltEach month, we’ll hear about the latest and greatest in customer experiences through the lenses of design and technology, straight from the brain of Grant Owens, Chief Strategy Officer of Critical Mass, a global experience design agency… read more

Let’s Take a Step BackWhat makes a brand a brand? Let’s hazard a definition and say this: a brand is the sum of its experiences. That, and differentiation. Whether you agree with that pithy definition or not, there’s one thing we all know intrinsically: we know a great brand experience when… read more

Ad Age invited young creatives for the eighth time to design the cover of our annual creative-focused issue that is distributed at the Cannes Lions International Festival of Creativity. The duo that created the winning cover won a trip to the festival, and will be saluted at Ad Age's Cannes… read more

STOP BEING ANNOYING! IT’S HURTING YOUR BUSINESS. A recent study from the Fox School of Business at Temple University describes how social media marketing harms has been hurting business in the long-term—users who find posts annoying are quick to tap ‘unfollow.’ While the study focuses on We… read more

We’ve all been there. You are sitting in a meeting and a client says, ‘wouldn’t it be great if we could present a tailored cross-sell offer to each of our customer segments on the homepage? You know, really personalise it?’ Everyone nods in agreement. It makes sense. Salespeople get excited… read more