Toby Bottorf
VP at Continuum
Toby Bottorf is a principal at the global innovation design consultancy Continuum. His recent work has included IA & UI design of a client communications tool for a premium financial services company, strategy and experience design of a new digital coaching platform for a leading American health insurance company, and creation of a new-to-the-world service offering for a European car maker. Bottorf holds a master’s degree in communications design from the Institute of Design (IIT) and a BA in art from Yale University.
Luxury Brands
The Road From Product to Experience for Luxury Offerings
People prefer to spend their money on experiences over things and access over ownership.
Customer Experience
3 Fundamentals of Better Customer Experiences
"Talk to me like I'm a person. . . not in robot code" is one of them.
User Experience
Can 'User-Experience' Experts Become 'Customer-Experience' Experts?
Small companies have mastered user experience; now it's on to the frontier of customer service.
Customer Loyalty
Sincerity and Transparency Are the Keys to Genuine Customer Loyalty
Many so-called customer loyalty programs fail because they seem a rigged game to the purchaser. There are plenty of ways to do it right.
