Michelle Kwok

Six Things That Banks Should Avoid During Customer Experience Transformation

Brand Strategy, Financial Services / Michelle Kwok

For banks, Customer Experience (CX) transformation is full of challenges and opportunities. As markets evolve, new regulations are introduced, and financial behaviors shift, businesses must adapt and reinvent themselves to stay relevant. Drawing insights from our studies, particularly from our white papers “Overcoming Stealth Attrition In Retail Banking” in 2017 and “How Branch-Focused Customer Experiences […]

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Retail Design: The Power of Exterior (Re)branding

Retail Design / Michelle Kwok

For retail design, creating great customer experiences isn’t just about the store’s interior. How it looks from the outside is equally important. The way your retail location looks from the street or the shopping mall impacts your brand image. It’s like a giant advertising canvas. How you use this space is key to creating a

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The Benefits of Rebranding Your Non-profit Organization or Charity

Brand Strategy / Michelle Kwok

Rebranding a non-profit organization or charity offers a strategic opportunity to realign the visual identity with its core vision and mission. Through a thoughtful system with design elements such as wordmarks, icons, and color palettes, the brand can effectively communicate its values to stakeholders in a visual manner. In this blog, we’ll use five successful

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5 Great Examples of Bank Branch Design

Digital Experiences / Michelle Kwok

Bank branches are often perceived as transactional spaces, lacking in human touch. However, when thoughtfully designed, they possess the power to attract foot traffic and constitute a major part of a bank’s brand identity. In this blog, we’ll showcase five exceptional examples of thoughtful branch design, from Asia to Europe and North America. Each highlights

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The Importance of Details in Packaging: 3 Examples of Thoughtful Packaging Design

Packaging Design / Michelle Kwok

Grocery shopping is a habitual task of navigating aisles, filling carts, and checking out products. Amid this routine, brands have a unique opportunity to engage consumers through their package design. The magic lies in the details—small touches that can make shoppers pause and appreciate the products they choose, creating the opportunity to turn an ordinary

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The Best and Worst Brand Stories of 2023

Brand Engagement, Brand Strategy / Michelle Kwok

It’s always fun to wrap up a year with a retrospective on the most interesting brand stories. However, 2023 was not exactly a fun year. With the overwhelming number of gravely serious events unfolding around us, good news has been hard to come by. In our look back on 2023, we won’t avoid some of

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Think Ahead for 2024: What Brands Need to Know

Brand Strategy / Michelle Kwok

2023 has witnessed many changes in brand transformation, from the controversial rebranding of Twitter to X, Nokia’s futuristic wordmark, and PepsiCo’s new logo and identity. Many of these changes were driven by the need to remain relevant to existing consumers while appealing to younger segments who look for brands to reflect their self-image. With the

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Unlocking a World of Seamless Banking: Empower Customers at Every Step

Digital Experiences, Financial Services / Michelle Kwok

The financial industry is transforming rapidly. From multi-channel approaches to omnichannel experiences and the rise of AI-driven seamless banking, institutions are embracing changes at various stages. This transformation is being accelerated by Europe’s enthusiastic embrace of open banking, which will shortly be followed by open finance. Together, they offer customers greater control over their financial

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What can CPG Brands Learn from Packaging Design in South America?

Packaging Design / Michelle Kwok

In our packaging series from around the world, we’ve approached and dissected diverse packaging design styles from continents like Asia, Europe, and Oceania. For our journey into South America, rather than styling, we’ll be appreciating packaging design in the context of specific beverage categories, including coffee, tea, wine, and beer. South American beverages are some

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What can CPG Brands Learn from Packaging Design in Oceania?

Brand Engagement, Brand Strategy, Packaging Design / Michelle Kwok

In our packaging design journey around the world, we’ve explored the diverse styles of Asia and the classic elegance of Europe. Now, we will venture into the scenic and vibrant world of Oceania, a region famous for its natural landscapes, fruits, and veggies. Oceania’s packaging design features positivity and a dash of the sunny, carefree

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5 Great Examples of Private Label Design in Grocery Retail

Brand Engagement, Brand Strategy, Corporate Identity, Packaging Design / Michelle Kwok

In a world where inflation and the rising cost of living have become increasingly apparent, private labels are emerging as go-to brands for affordability and quality. These private labels, not limited to grocery chains but also found in discount retailers and cosmetics brands, offer a compelling alternative to national brands. What makes these private labels

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What can CPG brands learn from packaging design in Europe?

Packaging Design / Michelle Kwok

In the previous blog, we explored how culture influences creativity, starting with inspiration from the continent of Asia. This time, we’re heading to Europe, a place where packaging design has a long and fascinating history. European packaging design is known for its versatility, combining both classic and modern styles of design. It’s a diverse world

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Value-based Grocery Shopping: The Opportunities for CPG Brands

Brand Strategy, Packaging Design / Michelle Kwok

In today’s challenging economic landscape with high inflation, many consumers are becoming increasingly budget-conscious with grocery shopping. As a result, discount and value-based retailers have been more popular as go-to destinations for some shoppers trying to minimize food costs. Research by Statista shows that the share of grocery store shoppers using Dollarama has increased by

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Indie Brand Launch Kit: How to Set Your Brand Up for Success

Brand Strategy / Michelle Kwok

Starting a business is like building a house – there are some fundamentals you must get right to ensure it stays standing and provides a foundation for the future. From building a business case to naming and branding, this toolkit will help entrepreneurs and indie brands build a solid foundation. This easy-to-follow worksheet will help

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The Power of Concept Stores with Little or No Inventory

Retail Design / Michelle Kwok

Concept stores are an innovative departure from conventional brick-and-mortar stores, offering carefully curated, immersive encounters with a brand. Investing in a store that features minimal or no products on-site seems bold and costly. Why should brands consider such an investment? While profitability might not be the immediate outcome, concept stores possess great marketing potential. Their

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How can retailers navigate political and ESG polarization?

Brand Strategy / Michelle Kwok

In this divided era with the growing influence of social media, retail leaders and strategists suffer a major headache: how can they sail through the stormy seas of competing ideologies while keeping customers happy? Faced with political and ESG (Environmental, Social, and Governance) polarization, businesses have to walk a tightrope between sticking to brand values

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Michelle Kwok

Six Things That Banks Should Avoid During Customer Experience Transformation

Retail Design: The Power of Exterior (Re)branding

The Benefits of Rebranding Your Non-profit Organization or Charity

5 Great Examples of Bank Branch Design

The Importance of Details in Packaging: 3 Examples of Thoughtful Packaging Design

The Best and Worst Brand Stories of 2023

Think Ahead for 2024: What Brands Need to Know

Unlocking a World of Seamless Banking: Empower Customers at Every Step

What can CPG Brands Learn from Packaging Design in South America?

What can CPG Brands Learn from Packaging Design in Oceania?

5 Great Examples of Private Label Design in Grocery Retail

What can CPG brands learn from packaging design in Europe?

Value-based Grocery Shopping: The Opportunities for CPG Brands

Indie Brand Launch Kit: How to Set Your Brand Up for Success

The Power of Concept Stores with Little or No Inventory

How can retailers navigate political and ESG polarization?

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