Studying the impact of innovation on business and society

Experience

The Future of Customer Engagement Starts with an Upgrade in Human Perspective

The Future of Customer Engagement Starts with an Upgrade in Human Perspective

        Have you ever met someone with whom you instantly connect? Someone so welcoming yet wise and humble but so special that you become instantly inseparable…that they make you better and maybe you help them become better too? That’s my very special relationship with Paul Greenberg. Over the last few years, Paul’s set out to release his latest masterpiece, “The Commonwealth of Self-Interest.” He invited some of his closest friends to contribute including Bruce Temkin, Ray Wang,…

Customer Experience In The Age Of Digital Distraction

Customer Experience In The Age Of Digital Distraction

Tamara McCleary is a dear friend.  I was so happy when I joined her on SAP’s Tech Unknown podcast, a show that features “discussions from the edge of next.” Honestly, I didn’t know she was going to be the host. So, it was all the more special. Our conversation focused on what has become my next keynote topic/presentation, “Experience in the Age of Digital Distraction.” The impact of digital distraction on work and everything from CX to EX to experience…

Voices of Customer Experience: Designing the Future of CX Through a Futurist’s Lens

Voices of Customer Experience: Designing the Future of CX Through a Futurist’s Lens

I was recently browsing Twitter, when a tweet by Dennis Wakabayashi caught my attention. It referenced “some of the most important CX voices” and included a shoutout to Mary Drumond, CMO of Worthix, and host of the “Voices of CX Podcast.” Dennis took that moment to “personally recognize and celebrate the amount of hard work Mary is doing every day to shape the industry.” Agreed. Dennis also recognized some of the leading voices that have been featured on Mary’s show…

Smartphones and Voice-Assisted Devices Create Opportunities for Modern Customer Experiences

Smartphones and Voice-Assisted Devices Create Opportunities for Modern Customer Experiences

Anyone who uses a smartphone can attest to the incredible power of real-time, in-the-moment discovery that leads to decisions and outcomes. But, now in an age of voice-assisted devices, we are further empowered to command information or purchase on-demand. “OK Google, Alexa, Hey Siri, what are the best bluetooth headphones for me?” Or, “Please reorder groceries from last week for delivery tomorrow afternoon.” Like mobile shopping, voice-assisted behavior is also becoming second-nature. Brands must now reimagine the customer journey and…

Customer Experiences Become Memories, Good or Bad, and They Add Up To Your Brand

Customer Experiences Become Memories, Good or Bad, and They Add Up To Your Brand

Customer experience (CX) is the sum of the all interactions a customer has with your business. It’s not enough to measure performance in any one moment. The customer doesn’t care about your individual operations. All they care about is how well they can reach their objective and how they feel along the way (and after). This is where most companies miss opportunities in CX. It’s not a tech or business strategy that can be simply defined by a framework. True…

Designing the Future of Customer Experience

Designing the Future of Customer Experience

My last book, X: The Experience When Business Meets Design, explored the art and science of experience design. Looking beyond the disparate, but important disciplines of customer experience, brand experience, user experience, service experience, I sought to spark a creative coalescence between them…hence, “X.” It’s the letter, and more importantly, the experience, they share. Why leave experiences to chance? Why should experiences be disconnected and impersonal? Yet, for the most part, even in an era of digital transformation and machine…

Once upon a time, there was a meaningful conversation about the art of storytelling

Once upon a time, there was a meaningful conversation about the art of storytelling

Storytelling is as magical as it is ancient. While many of us appreciate the power of story, we all could benefit from learning the art and science of storytelling and how it can help every facet of or professional and personal lives. Anyone who knows me, is well aware of my love for Disney. I’ve spent years studying the work of Walt, Imagineering, Pixar, et al. During the development of X: The Experience When Business Meets Design, I partnered with…

How true storytelling can save marketing (and more…)

How true storytelling can save marketing (and more…)

I recently had the privilege to work on a very special project with my friends at GapingVoid and LinkedIn. We set out on a creative endeavor to explore the intersection of story, art, humor and candor as a means of fostering self-reflection and inspiring personal and professional change. The result is a something I’m very proud of…a new short and sweet but compelling ebook, Once Upon a Digital Time: How to be an amazing storyteller when everyone is a “storyteller.”…

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….

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