Writing & research
Published articles and research on AI and leadership, customer experience, growth and technology, and data and trust.
Why customer sentiment and the emotional moments in a journey deserve a central place in how brands design and measure experience — and how they connect to loyalty and performance.
Retail TouchPointsBy Eddie Gonzalez
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6 pieces shown
Experienced judgment, adaptable multidisciplinary talent, and AI each bring something the others lack. Together, in one team, they make an agency that learns faster.
LinkedInBy Eddie Gonzalez
Why customer sentiment and the emotional moments in a journey deserve a central place in how brands design and measure experience — and how they connect to loyalty and performance.
Retail TouchPointsBy Eddie Gonzalez
Budget hotels with outstanding reviews show that loyalty can be earned through the experience itself, not luxury. What that means for brands working with limited budgets.
Razorfish
People want personalized experiences and they want boundaries. Research on how brands can balance personalization with trust and transparency.
RazorfishBy Eddie Gonzalez, Sam Hoffer, and Nicolas Chidiac
Evaluate technology through the business challenge and the outcomes you need — then judge it on utilization, integration, and ownership.
Advertising Week / AW360By Eddie Gonzalez
Channel-by-channel optimization can leave the customer journey disjointed. How marketers can pursue channel performance and a connected experience at the same time.
Performance Marketing WorldBy Eddie Gonzalez
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