Studying the impact of innovation on business and society

Experience

Experiences are The Core Pillars of Any Brand. 

Experiences are The Core Pillars of Any Brand. 

This is for my Danish friends and anyone who believes that the future of business lies in experience design. Via  Markedsføringdagen, I juni 2016 havde Dansk Markedsføring besøg af Brian Solis fra Altimeter ved markedsføringsdagen. Vi fik lejlighed til at tale både med ham og med deltagere, som havde fornøjelsen af at høre ham på dagen I’ve been spending quite a bit of time lately in Copenhagen. To be honest, I already miss it. There are three recurring topics that…

Sharing a Personal Story – A Rare Glimpse into What Inspires Me and How  I Got Here

Sharing a Personal Story – A Rare Glimpse into What Inspires Me and How I Got Here

Believe it or not, I’m a private person. I know it seems ironic. After all, I was one of the early group that worked to bring social media to the forefront in the early 2000s. But, I still tend to not share personal information online. I do however, share my work freely with everyone in the hopes of creating a community of betterment in business, government and society. There are rare occasions however when I do open up to share stories that…

4 Keys to Designing New Customer Experiences

4 Keys to Designing New Customer Experiences

On a cold and rainy day in Minneapolis before year’s end, I joined my Prophet colleagues at Le Meridien Chambers where we hosted a breakfast of brand champions. It was the second time this year that I was invited to speak to some of the city’s (and the country’s) most prominent companies and this time I had even more new research and ideas to share. During the two hours that we were together, I presented findings from “The 6 Stages of Digital…

It’s Time to Change How Companies Perceive Customer Experience (CX)

It’s Time to Change How Companies Perceive Customer Experience (CX)

Last year, I spent time with Mark Johnson, CEO and CMO of Loyalty360, to discuss all things Customer Experience (CX). The conversation was so rich, it resulted into a two-part series exclusively for the Loyalty360 community. Now however, I’ve been given the green light to share the conversation (parts 1 and 2) with you here. Part 1 – This is the Year of Customer Experience If you ask 100 executives what customer experience means to them, you would likely get 100 different answers. The need to…

Wynn Las Vegas Hires Digital Butlers, Places Amazon Echo in 4,748 Guest Rooms

Wynn Las Vegas Hires Digital Butlers, Places Amazon Echo in 4,748 Guest Rooms

Many hotels offer USAToday for guests. Now guests at the Wynn Las Vegas will simply say, “Alexa, read today’s USAToday headlines.” I believe the future of any brand is directly tied to the experiences they design and deliver consistently through the customer lifecycle. It’s not just any one thing, it’s everything. That’s the definition of customer experience after all. It’s not the technology company’s invest in, nor the touch points they modernize, nor the new policies and processes they introduce…

What CMOs Must Get Right In 2017 To Succeed as an ‘Experience Business’

What CMOs Must Get Right In 2017 To Succeed as an ‘Experience Business’

Like clockwork, every December, experts voice their predictions and advice to guide us in the coming year. Sometimes I offer my thoughts. Mostly, I spend my time curating emerging and disruptive technology trends. This year however, my dear friend Giselle Abramovich with CMO.com, reached out with an exceptional question and I couldn’t resist…especially since the answer was limited to 25 words. Digital transformation and becoming a “customer experience business” is clearly the future for marketing. What is the one thing CMOs…

E-Commerce and Apps Pave the Way To The Future of Retail: Inside Amazon Go, A New Retail Experience

E-Commerce and Apps Pave the Way To The Future of Retail: Inside Amazon Go, A New Retail Experience

We’re a company of builders. Of pioneers. It’s our job to make bold bets, and we get our energy from inventing on behalf of customers. Here are just some of the innovations pioneered by Amazon, and we’re always looking for the next one. – Amazon Every industry is ripe for disruption. It’s what you do now that defines your future and legacy. One of the most exposed industries to disruption at the moment, among many, is the retail sector. From…

Dial M for M-Commerce: Why Now’s the Time to Swipe Right for Mobile Revenue

Dial M for M-Commerce: Why Now’s the Time to Swipe Right for Mobile Revenue

I’ve said it before and I’ll say it again, mobile is the first screen, not the second screen. Design and invest accordingly. Tell me if you’ve heard (or experienced) this one before… You’re in the market for a new product. You’re on your mobile and you see something in social that prompts you to go online. You hop from page to page and site to site only to become increasingly frustrated with the process because the sites are incredibly difficult…

Human-Centered CX: Uniting Stakeholders Across the Enterprise to Deliver a Relevant and Holistic Customer Experience

Human-Centered CX: Uniting Stakeholders Across the Enterprise to Deliver a Relevant and Holistic Customer Experience

Customer experience is said to be a top business priority for most companies around the world. Many experts agree that investing in CX establishes a competitive advantage against companies that prioritize the bottom line. While customer experience is a noble and important catalyst for business transformation, becoming truly customer-centric requires an introspective approach. This takes stepping back to define what customer experience really means from the customer perspective, what they truly value and also what’s primed, broken or missing to…

Innovation in Customer Experience Starts with a Shift in Perspective

Innovation in Customer Experience Starts with a Shift in Perspective

While traveling Europe this year, I met Silvia Hänig who was writing a story for Haufe.de about customer experience. She followed up our initial conversation with the questions below. Instead of shooting back quick answers, I took the time, maybe too much time, to thoughtfully reply as if I were going to share the exchange with everyone. And, that’s what I’m doing here. I hope it helps you… Mister Solis, why is it so difficult to create Customer Experience (CX) for…

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