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Experience

Why Customer Experience is The Catalyst for Digital Transformation

Why Customer Experience is The Catalyst for Digital Transformation

As a digital analyst, I spend a lot of his time thinking about the future of customer experience. So much so that my next book attempts to rethink the term “experience,” X:The Experience of Business Meets Design. “X” explores experience architecture the various ways companies can design meaningful and shareable experiences in every moment of truth. I recently spent time with the team at VisionCritical as part of the prep for its their upcoming conference in Chicago,  2015 Vision Critical…

The Importance of Artistry in Business and Everything

The Importance of Artistry in Business and Everything

I am a big fan of Chase Jarvis and I’m also proud to call him a dear friend. As I was preparing for the launch of my next book, I found this gem of a video from 2013. I can’t believe I lost this. In what is either a serendipitous or coincidental discovery, this video was shot as part of the official debut of CreativeLIVE‘s studio in San Francisco at the same time I was introducing  What’s the Future of…

It’s About the Customer Experience; So, Why Is Your Brand Ignoring Customers?

It’s About the Customer Experience; So, Why Is Your Brand Ignoring Customers?

  Humans are emotional creatures and they want experiences that engage them as humans. They’re not eyeballs, impressions, views, likes, shares, clickthroughs, or conversions. A few weeks ago, I visited New York on a beautiful summer day to participate in an event that I would love to repeat everywhere around the world. Prophet, a global brand strategy firm that recently acquired Altimeter Group, hosted an intimate event to explore the new horizons of digital customer experience (DCX). I was invited…

How the Next Five Years Will Revolutionize Business

How the Next Five Years Will Revolutionize Business

Earlier in the year, I spent some time with Jason Ankeny. He was, at the time, writing an article for Entrepreneur on “the next five years” of business for the print edition. He assembled a pretty stellar cast to serve as his panel and I was more than excited to join in. Ankeny set up the discussion this way… The period between 2015 and 2020 is poised to redefine virtually every facet of how we live and work. It probably…

When You Share Experiences You Help Strangers Make Decisions

Whether you realize it or not, when you share an experience you have, whether it’s through a post, review, video, image, rant, praise, etc., it helps a stranger make a decision about what to do next. Customers aren’t following the customer journey you designed because they’re too busy hacking it. No matter how much journey work you do, no matter how creative your marketing, no matter how responsive your website is, no matter how much technology you invest in, customers…

The Future of Business is About Experience Architecture

The Future of Business is About Experience Architecture

Digital Darwinism is forcing businesses to #AdaptorDie. Many realize that customers are different. At the same time, leaders understand that how employees want to work is also changing. Yet, they’re frozen in the past, undermining the future simply because they do not know what to do and how. After all that is known, it is the unknown and the fear of venturing into the unfamiliar that becomes paralyzing. I spend a substantial amount of time inside businesses researching digital transformation…

Experience Begins Here

Experience Begins Here

Experience is becoming more important than the product itself. What is experience? It’s not a thing, it’s everything. It’s an embrace and an emotional ecosystem that requires purpose, thoughtfulness and mastery. More so, experience requires architecture and a supporting ecosystem to deliver more than features, utility or capability. And, it starts here: <3 We must flip our everyday approach from brand-centricity to customer-centricity. Think beyond budgets, approvals and technology and creativity for the sake of technology and creativity. That’s what…

The 80s Called, They Want Their Contact Center Back

The 80s Called, They Want Their Contact Center Back

Customer experience is meant to be evocative not reactive… We are entering an era of customer-centricity, mostly because we have to. But also, because employing a customer focus is the right thing to do. I guess businesses lost their way at some point. Blame quarterly earnings. Blame technology. Blame politics. But over the years, we overlooked the importance of the “C” and “R” and instead scaled the “M” in CRM. It didn’t hurt that we found ways to save time…

Companies Profit When Customers Suffer

Companies Profit When Customers Suffer

You’ve heard it a million times, a happy customer tells a couple of people and an unhappy customer tells everyone. Yet to this day, executives tend to run business strategy with an emphasis on transactions over experiences. More so, business value is expressed in short-term performance metrics and reports to an audience of shareholders and stakeholders over the very people who keep them in business…your customers. It’s all a bit absurd when you think about it. I know, I know…it’s…

A New Era for Search: The Zero Moment of Truth is Now Defined by Shared Customer Experiences

A New Era for Search: The Zero Moment of Truth is Now Defined by Shared Customer Experiences

This is the story of when ZMOT met UMOT… Search is a natural step in the discovery process. In a web world, search engines offer a lens into a qualified and structured view to help online consumers focus and make informed decisions. With Google dominating search, marketers concentrated on improving search ranking through tried and true techniques to ensure that what they were marketing earned a coveted position in the likely search results a customer might consider clicking. Search is…

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