by PO Dream Team | Aug 27, 2025 | B2B, B2C, Customer Loyalty, CX, Data, Employee Experience, Employee Loyalty, Insights
An Ode to Promising Outcomes By Marvin Heffernan As a freelancer, I’ve had the fortune, and sometimes the misfortune, of working with many different companies and people. Amidst the thorns, Promising Outcomes (PO) has been the one glowing, blossoming rose; filled with...
by PO Dream Team | Jul 29, 2025 | B2B, B2C, Customer Loyalty, CX, Data, Employee Experience, Employee Loyalty, Insights
What Uzbekistan’s Economic Opening Reveals about the Customer and Employee Experience By Marvin Heffernan During a recent trip to Uzbekistan, I opted to travel around the country using its highly impressive ‘High Speed Rail’ – connecting me from Tashkent to Samarkand...
by PO Dream Team | Jul 1, 2025 | B2B, B2C, Customer Loyalty, CX, Data, Employee Experience, Employee Loyalty, Insights
If You Want to Use AI to Drive Productivity, You Need to Start with Trust By Marvin Heffernan & Cathy Fennell The 2025 Landscape of AI in Customer and Employee Experience When ChatGPT burst into the public consciousness in late 2022, it stirred a mixture of wonder...
by PO Dream Team | Jun 10, 2025 | B2C, Customer Loyalty, CX, Employee Experience, Employee Loyalty, Insights
From Survival to Self-Actualisation: What Maslow Can Teach Us About CX and EX Strategy By Marvin Heffernan Human needs are both simple and complex. On one hand, we all crave some fundamental things: sustenance, shelter, love, and connection. On the other hand, the...
by PO Dream Team | Apr 30, 2025 | B2C, Customer Loyalty, CX, Employee Experience, Employee Loyalty, Insights
What Walkable Cities Can Teach Us About Customer and Employee Experience By Marvin Heffernan During a recent trip to Almaty, Kazakhstan, I was struck by how effortlessly walkable the city was. No matter where I went, I felt a remarkable sense of peace knowing I could...
