by PO Dream Team | Sep 19, 2025 | Employee Experience, Employee Loyalty, Insights, Research
How AI Over-reliance Could Lower Employee Engagement By Marvin Heffernan PO, like millions of others, use AI increasingly. Indeed, history repeatedly shows that new tools can liberate us all in positive ways.However, there is a worrying AI trend that is gnawing at the...
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...
