Studying the impact of innovation on business and society

Experience

Customer Experience, Where It is Now, and Where It Will Go Next

Customer Experience, Where It is Now, and Where It Will Go Next

Leo Bertelli was gracious enough to invite me for an interview on the state and future of CX.  The conversation was so engrossing that I wanted to share it with you here. I hope it helps you! What do you think have been the most significant advances in CX in previous years? You can’t talk about customer experience if you don’t appreciate what the word experience means – and as the author of a book on experience design, I struggled…

Experience Innovation – Designing for the X Factor in Customer Experience

Experience Innovation – Designing for the X Factor in Customer Experience

Coming up in Silicon Valley during the 90s and early 2000s was special for a geek like me. I moved to Northern California from LA in 1996. Tech and startups were at the time fledgling in Los Angeles but still exciting. I would later return to help catalyze the startup ecosystem. My goal at the time was to plug into the startup garage capital of the world. By then, there were already storied landmarks that one would have to visit….

Customer Experience For The Win #FTW

Customer Experience For The Win #FTW

I had the opportunity to keynote UNITE by Satmetrix recently on the topic of experience design for modern customers. Leading up to the event, I joined the team on a podcast to discuss the topic in-depth. I share it with you here in the hopes that it will help you. Capture the heart, mind and spirt of the new CX…the customer’s experience Ask 10 different executives what CX means and how to improve it, you’ll get at least 15 different…

For Decades, Technology Scaled Businesses Away from People; It’s Time To Bring Customers Closer

For Decades, Technology Scaled Businesses Away from People; It’s Time To Bring Customers Closer

For decades, businesses used technology to distance themselves from customers. Systems and processes helped companes automate, grow and scale transactions and service. Moving forward, we have to explore technology and service innovation to deliver against the experiences customers value versus building updated solutions on top of existing paradigms. Innovation is all the work you do to conform to expectations and aspirations of people as they evolve instead of making them conform to your legacy perspectives, assumptions, processes and metrics of…

The Future of Brand is Experienced and Shared

The Future of Brand is Experienced and Shared

That one time I was in Genève… What a wonderful way to start any sentence. Shortly after X: The Experience When Business Meets Design launched, I was invited by my good friend Arnaud Grobet to visit Genève. The trip was meant to serve as a mini book tour, with two speaking engagements at LIFT (one of my favorite events), media interviews and also a vist to CREA University to speak to students. Any time I have a chance to speak with…

Here’s to the past, but now it’s time to learn and unlearn toward the future

Here’s to the past, but now it’s time to learn and unlearn toward the future

How we measure future success is based on yesterday’s understanding of what success meant. It was a different time. The experiences that many deliver today are based on standards of the past and what was acceptable to a preceding generation of customers. People have changed and continue to do so. We simply can’t imagine new possibilities if we can’t see, feel, hear, sense, people as they advance. Otherwise, our ideas, no matter how creative, brilliant, bold, will always be rooted…

Brands of the Future: The Critical Relationship Between BX, CX, UX and EX

Brands of the Future: The Critical Relationship Between BX, CX, UX and EX

Businesses are doubling down on customer experience and rightfully so. The customer has never been more connected, informed and empowered. Any brand hoping to survive and thrive in an era of digital Darwinism has no choice but to #adaptordie. But customer experience in of itself is not enough. Brands must understand what it means to compete at a time when people are not only changing, their priorities around values, aspirations and loyalty are also shifting. Humanity is now the killer…

How Digital Disruption is Changing Customer Experience

How Digital Disruption is Changing Customer Experience

Oracle invited me to present at its Modern Customer Experience event in London. That was one of the most memorable speaking experiences I’ve had to date. Have you ever been to a silent disco aka silent rave aka silent DJ party? If not, the premise is that it’s loud and quiet at the same time. Essentially, people dance to music via wireless headphones. Rather than using a speaker system, music is broadcast through a common signal being picked up by wireless…

WTF: What’s The Future of Travel and Hospitality?

WTF: What’s The Future of Travel and Hospitality?

We live in an era of digital Darwinism as technology and its impact on consumers continue to rapidly evolve. The question is, where do we fall in the evolution and how does this transformation impact consumer travel and the travel industry? I was invited to share my research and ideas about the future at World Travel Market London. I also presented on travel’s progression toward an “experience economy” and the need to shift from destination to experiential products/services. In order to…

Adapt or die: How the travel industry can survive in the era of digital Darwinism

Adapt or die: How the travel industry can survive in the era of digital Darwinism

Why bridging the gap between current guest experience and their expectations holds the key to the travel industry’s success. We live in an era of digital Darwinism, where technology and society are evolving faster than most businesses can keep up. In every industry, customers are changing and as a result, disrupting markets and businesses in the process. They’re becoming more connected, informed, demanding, impatient, elusive and self-centered. As customer behaviours evolve, they disrupt markets and businesses that emphasise scaling and…

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