Studying the impact of innovation on business and society

Tag: customer experience

Enhancing Customer Experience With Wearable Tech

Enhancing Customer Experience With Wearable Tech

Guest post by Blake Morgan (@blakemichellem), Customer Experience Futurist, Keynote Speaker, Author of the new book, More Is More In X: The Experience When Business Meets Design, author Brian Solis talks about how Disney created its MagicBand—an all-in-one device that connects users with their vacation options—embedded with technology that allows customers to make purchases without a credit card or cash, get in and out of the park, review and optimize wait times, book FastPass, open their hotel room door, make dinner reservations, and…

Moving Beyond Demographics: Today’s Hyperconnected ‘Generation C’

Moving Beyond Demographics: Today’s Hyperconnected ‘Generation C’

Several years ago as I was writing The End of Business as Usual, I researched how the customer journey was evolving. Specifically, I studied how traditional touch points compared to digital touch points and more so, how customers were hacking their way to desired outcomes. Along the way, I found that when it comes to “digital customers,” alignment in behaviors and preferences spanned generations beyond traditional demographics. At the time, I referenced this group of hyperconnected customers “Generation C” where…

Customer Experience Should Be Designed For And Measured By What Customer’s Actually Experience

Customer Experience Should Be Designed For And Measured By What Customer’s Actually Experience

Customer experience (CX) is the new black and it is, for all intents and purposes, the catalyst for accelerated and purposeful digital transformation. In my research however, I find that customer experience is not truly a customer-first initiative. It is in many cases relegated to enterprise-first approaches to improve customer flow from an infrastructure perspective. It’s not necessarily something I’m calling out as a problem. Optimizing customer journeys is indeed necessary. But, it is not a means to an end. It is…

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…

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…

The Coming Trends in Digital Transformation, Marketing, CX and EX [VIDEO]

The Coming Trends in Digital Transformation, Marketing, CX and EX [VIDEO]

It was the day after the U.S. election. I arrived in Copenhagen. I was tired. It near the end of a two week trip that took me to Munich, Amsterdam, Beirut, and London. But, I was also excited to attend Digital Copenhagen, a conference that explores digital trends affecting the future of business. My presentation was set to challenge conventional beliefs around several important technological and business trends. Before I took the stage, I joined the crew at TwentyThree 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…

Customer Experience Network: Pioneering Connected Customer Experiences is at the Heart of Digital Transformation

Customer Experience Network: Pioneering Connected Customer Experiences is at the Heart of Digital Transformation

We live in a time of digital Darwinism, an era when technology and its impact on business and society is constant with varying, but inevitable, degrees of disruption. The thing about digital Darwinism is that it plays out differently in the case of each industry and each organisation. It’s less about the origin of the species and more about its fate as digital Darwinism is enlivened through changes in people (your customers, employees and stakeholders) and how markets are advancing as a result. Survival takes an intentional, informed effort to drive business evolution and modernization. But to thrive, takes something more.

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