Annika Carroll

Teclos are Measuring the Wrong Things: Why Return on Experience Matter More Than Ever

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For most telecom leaders, the dashboard still focuses on churn, ARPU, cost-to-serve, call resolution, and network performance. These measures matter, but they do not show whether customers trust the brand, feel supported, or believe the experience is worth staying. That is the real issue. SLD’s research highlights a common challenge in business strategy: organizations often […]

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​Navigating the New “Local”: Nationalism in a Global Community

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In our 2026 SLD Trends Report, we identify how nationalism is influencing the way people trust and choose brands. Shoppers are looking closer to home to find more meaning in their purchases.  A recent poll reveals that 53% of Canadian shoppers are intentionally choosing local options, even if it means paying a bit more. For

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Flow

The New Telco Growth Bundle: Emotional Connections, AI, and Seamless Experience

Articles /

Current headlines are fixated on the hype surrounding AI’s potential to transform business. Most experts believe the technology can dramatically enhance telecom operations, and many companies are already leveraging it to improve back-of-house operational efficiency. However, a singular focus on cost savings often overlooks the power of AI for customer engagement. Researching the AI-Ready Customer

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Friday Night Light Outs: How Restaurants, Performance Venues, and Nightclubs Can Get Gen Z to Enjoy a Night on the Town

Articles /

​Ask anyone who works in hospitality, and they’ll tell you the party feels a little tame these days. Not since Generation X has nightlife seen raucous, regular partying, and the night economy is taking a hit. Millennials came out but ate more and drank less, increasing emphasis on foodie experiences. But Gen Z? They’re not

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Think Ahead for 2026: What Undercurrents Beyond Trends Brands Need to Know

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Looking ahead isn’t just about following trends; it’s about understanding the deeper shifts that shape consumer thinking and behaviour. As we enter 2026, the brands that stand out won’t simply adopt new tools or aesthetics they will leverage these shifts strategically. This year, we’ve identified five emerging signals of change that marketers should watch closely

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Winning the Moment: How Brands Use Seasonal Occasions to Spark Connection

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Seasonal moments can be emotional touchpoints that invite consumers into a shared celebration. Whether it’s a limited-edition drop or festive packaging design, brands that master well-timed storytelling often find themselves at the center of cultural conversation. Already this year, Starbucks has once again taken the seasonal spotlight with the release of its limited-edition “Bearista Cup”.

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How Retail Design Can Create Community, Connection, and Cultural Relevance

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Walk into any store today and you’ll quickly sense whether a brand understands its customers, or if it’s just selling to them. From the lighting and layout to the artwork and materials, every design detail tells a story about the brand’s culture and how it values its customers and communities. Today’s consumers want to feel

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Maxwell House

Trust by Design: How CPG Can Effectively Communicate Sustainability in an Era of Skepticism

Articles /

These days, going green is a must for CPG brands, but while environmental consciousness is at an all-time high, so is consumer skepticism. Years of exaggerated claims and vague buzzwords have led to the rise of eco-cynicism, where even genuinely sustainable brands now face distrust. The heightening awareness of greenwashing poses a new challenge for

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Designing for Diversity: Why Inclusive Branding Is More Than Just Representation

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Diversity has become a contentious topic across North America, as companies navigate shifting political pressures while developing their strategies. These pressures have created differing perspectives on the value of diversity, leaving many brands uncertain about the right path for their organization. Some have fully embraced and reinforced diversity initiatives, while others have scaled back or

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How to meet patients’ emotional needs in healthcare

Digital Experiences /

The healthcare industry is undergoing massive changes, from the introduction of robotics capable of intricate procedures to AI bringing deeper insights into diagnostic tools. However, with all of these new technologies comes a heightened risk of patient and staff anxieties silently impacting their health and wellness. The facts speak for themselves, with nearly 4 in

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Why Customers are Still Using Bank Branches

Digital Experiences /

While digital banking continues to reshape the industry, physical branches remain a vital part of the customer journey, especially when it comes to life’s bigger financial decisions. Their enduring relevance highlights the value of human connection in a world of automated transactions. Today’s most forward-thinking banks are transforming their branches into relationship-driven spaces, blending intuitive

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The “Better For You” Revolution: How CPG Brands Are Winning Hearts Through Emotional Repositioning

Digital Experiences /

The Better-for-You (BFY) movement isn’t just a trend, it’s a complete shift in how people eat, shop, and think. Today’s consumers want it all: health, transparency, and convenience, without sacrificing taste. As the demand for feel-good, do-good snacks grows, BFY has become a driving force in reshaping the global food landscape. In response, brands are

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Perfect Is Boring: What Big Brands Can Learn from the Rise of the Anti-Brand

Digital Experiences /

In recent years, branding has been all about polished storytelling, aspirational lifestyles, and curated perfection. But somewhere between the perfectly aligned flat lays and hyper-curated copy, something got lost: realness (a.k.a “authenticity”). Some brands are trading polish for personality, control for chaos, and perfection for raw, messy humanity. We see the anti-brand strategy commonly adopted

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How to Successfully Offer Health Services at Retail Pharmacies

Digital Experiences /

Healthcare systems around the world are struggling to meet the needs of patients. Governments hope pharmacies can fill the gap by allowing them to offer a wider range of services. In many countries, patients are accustomed to seeking out a pharmacist’s advice, often in place of going to a doctor. North American consumers, however, see

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A Quick Guide on How to Use Shape and Color Choices to Influence Buying Decisions

Digital Experiences /

Color and shape not only catch the eye, but they also guide our perception and emotions. Together, these elements transform a logo into an icon, a package into a feeling, and a brand into a relationship. Studies show we process images 60,000 times faster than text, as the majority of information we absorb is visual,

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The Role of Social Commerce in CPG: Designing for the Scroll, Click, and Buy Journey

Digital Experiences /

A new aisle for CPG brands has fragmented the path to purchase. As the line between social media and e-commerce gradually blurs, platforms like TikTok and Instagram aren’t just influencing buying decisions they’re becoming the shelf. With 34% of consumers shopping online at least once a week and 70% of online purchases influenced by social

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