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Trusted by 80% of the top 10 Fortune 500 technology companies

Tailored Analysis

Our clients receive highly customized strategic insights and analysis

Broad Market Expertise

Connecting the dots through broad market expertise

DELIGHT
SCALE

Product Experience Measurement Reimagined

With the Delight Scale, we crafted the 10 best questions to capture customer experience. The results are scored, weighted, and aggregated into a product’s Delight Score. This approach has proven to lead to a much more holistic measurement of customer experience, and actionable product insights to truly separate great products from average ones. Delight is the bedrock of every loyal and engaged customer.

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Why Use the Delight Scale?

Whether we look at the consumer market or the enterprise market, we are witnessing a transition from hardware, software, and service as an individual source of value to the total experience that arises from their combination. It is about the overarching experience a user receives that distinguishes a good product and a great product. Understanding how the different parts of the offering or even the different features of one component contribute to the overall experience provides valuable insights.

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Latest Articles From Our Team

June 14, 2021 / Carolina Milanesi

Google Workspace Emphasizes How Work Gets Done, Not Where

Google Workspace had undergone a transformation since October 2020 when G Suite was rebranded to Google Workspace, and a series of skews were released to address the enterprise market. In February, Workspace was brought to the education market, and at Google I/O, the team launched Smart Canvas, a new experience that brings Docs, Sheets and…

June 8, 2021 / Carolina Milanesi

Three Big Themes at Apple’s WWDC

I am not sure if it’s the lack of down time for stage walk-ons or that Apple has got this digital event thing down to a science, but the pace of this year Apple’s Developer Conference (WWDC) was incredible. The overall impact of the announcements across iOS, iPadOS, macOS, watchOS and tvOS will take a…

May 26, 2021 / Ben Bajarin / Carolina Milanesi

Content Execution and Brand Promise Give Disney+ a 793 on the Delight Scale

We are excited to publish our first Delight Scale post covering some of the many key insights we gathered on how subscribers to the Disney+ streaming service think and feel about their experience. We strongly believe that a key driver of product experience delight is centered on how the product or service performs in relation…

May 26, 2021 / Ben Bajarin

The Tech Industry Build Out Cycle

One of the more interesting conversations to be happening around the tech industry currently is what kind of a cycle we are in? In the last few years, I’ve noticed an interesting tension that emerged because, as a whole, the tech industry has just come off a period of significant rapid invention and innovation. From…

For the @creativestrat blog, I share my three big themes that threaded #WWDC21 keynote and announcements
👉Deepening multi-device and cross-service value
👉Privacy and security as enablers
👉Building the foundations for the future
https://creativestrategies.com/three-big-themes-at-apples-wwdc/

Technology redefines languages all the time, but I never thought that the absence of a language in tech might contribute to its extinction. Smart linguists at @Moto worked on creating a blueprint to support indigenous languages in smartphones @ForbesTech https://www.forbes.com/sites/carolinamilanesi/2021/05/27/motorola-creates-a-blueprint-to-support-endangered-languages-in-smartphones/

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