The Experience Lab: Innovating CX Through Design Thinking & MarTech

I created The Experience Lab as a space to explore how the intersection of Design Thinking and MarTech can drive smarter, more impactful Customer Experience (CX) strategies. In a world where customer expectations are constantly evolving, I’m passionate about finding ways to simplify complexity, foster innovation, and create meaningful connections between brands and their audiences.


Through this blog, I’ll share insights, strategies, and real-world examples that break down complex CX challenges into practical, actionable solutions. From optimizing MarTech ecosystems to applying human-centered design principles, my goal is to help leaders like you transform customer journeys and deliver measurable business impact.


If you’re as committed to rethinking CX as I am—whether you’re navigating a digital transformation, scaling a MarTech stack, or simply looking to create more customer-centric strategies—you’re in the right place.

Person holding a smartphone with online shopping icons superimposed, near a laptop and small potted plant.
By William Flaiz November 18, 2025
Mid-market retailers leak millions through SKU proliferation, duplicate products, and orphaned variants. Here's the framework to fix product data that's killing your conversions.
Blue diagram illustrating
By William Flaiz November 10, 2025
Companies spend $2M on Salesforce migrations but see no improvement. The platform isn't the problem—dirty data that moved with it is. Here's how to diagnose it.
Person deleting files on phone using a stylus. A trash can icon and checkmark. Files with sad and neutral faces appear.
By William Flaiz October 29, 2025
Discover the systematic CT3 methodology for CRM data cleanup that increased closed deals by 7% in 6 months. Audit, Prioritize, Automate, Maintain framework with real implementation tactics.
A broom sweeping over binary code, symbolizing data cleaning or deletion.
By William Flaiz October 10, 2025
Manual data cleanup is killing your automation speed. Learn why clean data accelerates automation and discover 3 signs you're falling behind competitors.
Businessman looking through binoculars inside a sales funnel, searching for opportunities.
By William Flaiz October 7, 2025
Companies spend $500K+ on Salesforce, HubSpot, Marketo but see poor ROI. The real problem? Dirty data. Get our actionable audit framework to fix it.
Two men facing each other with a shadow between them. One man has a long nose. A question mark is above the shadow.
By William Flaiz October 1, 2025
A sales rep spent 3 days chasing a lead that didn't exist. Here's how bad CRM data sabotages revenue—and the 5-7% solution that fixes it.
Isometric digital illustration with tech icons in blue and yellow.
By William Flaiz August 25, 2025
Strategic framework for pharmaceutical executives to audit digital portfolios while managing regulatory compliance, decision fatigue, and global market complexity.
A miniature businessman considers the shadow of a person burdened by
By William Flaiz August 18, 2025
Learn how digital debt from fragmented MarTech stacks drains your marketing budget. Use a proven framework to calculate costs and optimize for growth, inspired by real-world transformations.
A broom sweeping away a stream of blue data in a futuristic setting.
By William Flaiz August 11, 2025
Fortune 500 audit reveals $67M in hidden legacy costs. The consolidation framework that saved enterprises $200M+ in digital transformation.
A person looking at a chalkboard with the words
By William Flaiz August 4, 2025
Step-by-step framework that reduced pharmaceutical website costs by 52%. Includes compliance considerations and implementation roadmap.
A robot is sitting at a desk in front of a computer.
By William Flaiz July 25, 2025
Strategic framework for executives to move AI initiatives from pilot phase to full production in regulated industries with proven risk management.
A group of business people standing next to each other in an office.
By William Flaiz July 21, 2025
Why leading pharma companies choose fractional executives over full-time hires for digital transformation. Speed, expertise, and ROI analysis with decision framework.
A man is typing on a laptop computer with a screen that says ai.
By William Flaiz July 11, 2025
Clinical trial mindset that works for drug development kills AI implementation. Real strategies from 13 years of digital marketing AI and pharma experience.
A man is pressing a button on a futuristic screen.
By William Flaiz July 8, 2025
Learn the 3-step framework that separates successful pharma digital transformations from failures. Real Novartis experience and AI strategy insights included.
A woman is holding a glass of orange juice and using a smart phone.
By William Flaiz June 27, 2025
CMO guide to transitioning from multi-channel marketing to unified omni-channel strategy with proven measurement frameworks and optimization tactics.
An illustration of a football and a marketing dashboard
By William Flaiz June 20, 2025
CMO struggling with AI investment? I tested frameworks in sports betting where every prediction costs real money. Here's what it taught me about marketing ROI.
A person is pointing at a globe with the word ai on it.
By William Flaiz June 13, 2025
A 24-question AI readiness evaluation revealed gaps in my strategic approach to AI integration. Here's what I learned and the framework that can help you assess your own AI preparedness.
A man is holding a tablet with a brain coming out of it.
By William Flaiz June 11, 2025
How predictive AI models are transforming lifecycle marketing and customer experience in B2B and B2C organizations through strategic implementation.
A wooden mannequin is sitting on a block holding a sign that says martech.
By William Flaiz June 2, 2025
Discover overlooked MarTech optimization tools that bridge the gap between functional stacks and exceptional ROI. Strategic insights for digital leaders.
A group of people are sitting around a table working on a project.
By William Flaiz May 28, 2025
Discover how design thinking principles solve MarTech implementation challenges by shifting focus from fixing technology to designing for user experience.
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