Studying the impact of innovation on business and society

Tag: Business – Marketing

The CX Imperative and The Role You Play in Making Business Personal

The CX Imperative and The Role You Play in Making Business Personal

i Every now and then, I am asked to write the foreword for a great book. And, every now and then, I say yes. The deal is always the same. Once the book is released, I ask that I’m able to publish the foreword in full to share with you here. My friends Lars Birkholm Petersen, Ron Person and Christopher Nash wrote a book, Connect: How to use data and experience marketing to create lifetime customers. As they describe, marketing is…

Deepening Customer Relationships with Contextual Content

Deepening Customer Relationships with Contextual Content

Guest post by Rebecca Lieb and Jaimy Szymanski, Content: The Atomic Particle of Marketing In the “phygital” world that marries our physical and digital presences, content is ubiquitous. Only by offering content through the lens of context can marketers achieve relevancy to today’s uber-connected consumer. Beacons, sensors and the Internet of Things (IoT) are moving marketing past the screen to the objects, places, and even the conditions (weather, holidays, sales) we occupy and experience in the real world. Contextual marketing…

Why your website (and CX) suck and how to better engage digitally-savvy consumers

Why your website (and CX) suck and how to better engage digitally-savvy consumers

I recently had an opportunity to speak with Juliet Stott of Content Magazine about the impact digital has had on marketing, how customer experiences can help marketers differentiate their brands, and why websites in general, suck. It was such a fun and revealing conversation, that I wanted to share it with you here. I hope it helps you! Content: What has been the greatest disruption to marketing, and what impact has it had on the industry? Brian: Social is one of the disruptions,…

Is Your Marketing Strategy Aimed at the Present or the Future?

Is Your Marketing Strategy Aimed at the Present or the Future?

If you’ve designed your marketing strategy around what your market expects today, you may want to revisit it. Why? Your market will expect something different in the future. And that future is starting to arrive now. When I’m not deep in the weeds studying Digital Transformation, Innovation, Experience Design and Culture, I’m incessantly thinking about brands of tomorrow and what it takes to be relevant to an evolving society. I recently spent some time with Qlutch CEO Jim Sagar to explore…

Customer Experience Versus Just Experience: Why the difference is key to brand relevance

Customer Experience Versus Just Experience: Why the difference is key to brand relevance

Customer experience aka CX is one of the most important trends changing business today. And, experts believe that it represents the next big competitive advantage for companies that invest in it. But what is customer experience exactly? It’s one of those terms (and movements) that is defined and interpreted differently depending on who’s talking about it within the organization. But without a common appreciation for customer experience and what it represents to customers, not just our view of them, our…

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…

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…

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…

Does your brand have an experience style guide?

Does your brand have an experience style guide?

X has opened the doors to new countries and experiences and for that, I am truly grateful. Recently, I had the opportunity to visit Singapore and also Hong Kong. I already want to go back. While in Hong Kong, I meet with Soon Chen Kang 江欣珍 at Campaign Magazine to discuss X, the state and future of brand and the importance of experience design in all aspects of customer/employee engagement. I wanted to share the conversation with you here… Does your brand…

Marketing in the Selfish Economy

Marketing in the Selfish Economy

The future of marketing is incredibly selfish. It has to be. We’re becoming a generation of accidental narcissists who want things our way, when and how we want it. But it’s not as bad as it sounds. It’s just an inevitable effect of technology’s impact on our lives. It’s how marketing responds that counts. The key though is accept that to reach and engage a generation of narcissistic customers, the future of marketing has little to do with marketing at…

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