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 tablet with glowing icons floating above it. Dark background.
By William Flaiz January 27, 2026
Compare 10 attribution platforms by business type. Real pricing, model breakdowns, and why 73% of marketers still use last-click despite knowing it's wrong.
A person is typing on a laptop computer with a group of people on the screen.
By William Flaiz January 27, 2026
Compare 8 B2B segmentation tools by budget tier. Real selection criteria, pricing benchmarks, and the data foundations most buyers skip.
Glowing lightbulb on a stack of coins, suggesting the idea of financial ideas.
By William Flaiz January 22, 2026
Enterprise MarTech stacks cost 2-3x the license fee. Benchmarks by company size, hidden cost breakdown, and negotiation tactics.
A man is looking at a screen with a lot of icons on it.
By William Flaiz January 20, 2026
Stop tracking activity. Start tracking outcomes. The OKR-based framework with 12 metrics that connect digital investments to real business value.
Two dashboards with white and teal elements, displaying data and controls.
By William Flaiz December 31, 2025
Introducing CleanSmart — AI-powered data cleanup that transforms chaotic CRM and marketing data into a single source of truth. No coding required. Try it free today.
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
Your team wastes 23 hours weekly on data cleanup competitors automated last year. Three warning signs you're falling behind, plus the fix.
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
A Fortune 500 audit exposed $67M in hidden legacy costs. The assessment framework that helped enterprises cut $200M in tech debt.
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.
Show More