Situation: Customer experience was never as important a subject as in the past few years. But visibility can cut both ways, and with Glassbox Digital, we needed both aggressive proactive marketing and crisis management.

Strategy: The proactive effort for Glassbox focused on helping banks and merchants understand their ability to closely track and analyze how customers interacted with their websites, in order to dramatically improve their user experience. However, worldwide privacy concerns became an issue with some media. When Glassbox was challenged on this subject, we flew into crisis management mode to help the company navigate a very delicate and critical attack, beginning from TechCrunch and quickly spreading like wildfire.

Results: Glassbox became a leader in its field, achieving recognition through hundreds of top media placements and with analysts.