Studying the impact of innovation on business and society

Experience

Innovation Starts When You Step Outside Your Comfort Zone

Innovation Starts When You Step Outside Your Comfort Zone

Chase Jarvis is a long-time friend. A real friend. He’s also someone I deeply admire. His talents as a photographer, online persona, speaker, director and human being are raw and next level (check out his new book Creative Calling!) A few years ago, we spent some time together in Austin to talk about innovation and experience design. To this day, it is still one of my all-time favorite conversations. One of the reasons I’m sharing this post after all this…

How Hyundai is Driving CX Innovation by Connecting Customers to Dealerships Via Mobile-First Journeys

How Hyundai is Driving CX Innovation by Connecting Customers to Dealerships Via Mobile-First Journeys

New Hyundai store in Bluewater Shopping CentreToday’s customer is more connected, informed and empowered than ever before. They expect information and services on-demand and they increasingly expect personalized engagement regardless of channel. Customers value modern experiences that are seamless, efficient and assistive across their devices and many times this is the deciding factor of which brand to purchase. For those of us who have recently been in the market for a new car, researching a big decision like that is…

The Much Overdue Rise of Experience and Service Innovation

The Much Overdue Rise of Experience and Service Innovation

The number of fantastic experiences we have with businesses in moments of truth, usually in time of need and help, are so isolated, that we tend to remember and talk about them over and over again. Most of the time, when we need support, the cumulative experience is nothing short of abysmal. In most cases, we have to schedule time and work up the nerve to contact the companies we give money to just to gain some level of already expected…

As an Author on Innovation and Digital Darwinism, I Realized that I Needed to Upgrade My Work

As an Author on Innovation and Digital Darwinism, I Realized that I Needed to Upgrade My Work

As someone who studies the impact of innovative technologies on markets and societies, I found it ironic to write books on the subject that were strongly rooted in traditional channel formats. I struggled with the paradox of urging people to challenge conventions when I clearly couldn’t follow suit. So, going back to the my first solo book, ENGAGE!, in 2010, and with every book following, I borrowed from iconic Hollywood trailers to promote each title. But the books themselves, were still…

WTF!? What’s the Future of Business: Changing the Way Businesses Create Experiences

WTF!? What’s the Future of Business: Changing the Way Businesses Create Experiences

It’s amazing what you discover after sorting through years of files just waiting for attention… GetAbstract takes great books and summarizes them for today’s busy executives and entrepreneurs. One such book is, What’s the Future of Business aka WTF. For those who do not want the rich visual and immersive analog experience, GetAbstract has done the hard work for you. There’s also an audio summary available (click the mp3 icon). And, while you’re there, it seems I have an entire…

Experience Design is a Catalyst to Innovation and a Driver for Business Growth

Experience Design is a Catalyst to Innovation and a Driver for Business Growth

Bryan Adams hosts a great podcast on creativity and storytelling called “Getting Goosebumps.” Shortly after publishing X: The Experience When Business Meets Design, Bryan invited me to be on the show and I’m sure glad he did! What a great conversation!  I’ve included it below… Getting Back to Customer Centricity with Brian Solis For this week’s episode of Getting Goosebumps, I had the chance to chat to Brian Solis. Brian’s the principal analyst at Altimeter Group and a sought after keynote speaker….

It’s Time to Upgrade the RFP for Mobile Only Customer Journeys and Experiences

It’s Time to Upgrade the RFP for Mobile Only Customer Journeys and Experiences

An unpublished research interview with Erica D’Aloia, Manager of Ecommerce Traffic for Godiva Chocolatier. The topic explored the idea of upgrading RFPs for CMOs to consider the mobile customer journey uniquely. Special thanks to Mike Grehan of Acronym. How are micro-moments and shift in mobile behavior shaping the RFP process (or not)? How are micro-moments changing marketing strategies?  The word ‘Mobile Behavior’ initially threw me off – where I think of this more as use and importance of a device. I…

Solving for X: The Rise of Experience Innovation

Solving for X: The Rise of Experience Innovation

I’ve known Judith Aquino for several years now. Her work in customer experience is extensive and her connections in the space are deep. Shortly after the release of X: The Experience When Business Meets Design, I caught up with Judith to talk about the rise of experience innovation. She published our conversation in Customer Strategist, and I was able to get a downloadable PDF as well. I wanted to share our conversation with you… Solving for X: Why the Future…

The New Kodak Moment and the Rise of Experience Innovation

The New Kodak Moment and the Rise of Experience Innovation

I live several lives. As a digital analyst and futurist, I study disruptive technology and its impact on businesses and markets. As a digital anthropologist, I study the effects of disruptive technology on societies and us as individuals. In both cases, I am frequently asked to share the “state of” industries and also play out defined scenarios over the next several years. Recently, I took a break from my industry work to focus on the personal side of digital disruption…

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,…

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