Studying the impact of innovation on business and society

Tag: alexa

The Content Experience Also Shapes the Customer Experience, Design Accordingly

The Content Experience Also Shapes the Customer Experience, Design Accordingly

Originally published in the Alexa blog, “Out with Content Strategy, In with Content Experience.” Did you know that 90% of smartphone users are not absolutely certain of the specific brand they want to buy when they begin looking for information online? And, 65% look for the most relevant information regardless of the company providing the information? The question for you is, where is your business in these activities? What is it that customers find about your brand, if at all,…

2020 Trends: Mobile, Voice, Mixed Reality and 5G Set the Stage for Next Generation Customer Experiences

2020 Trends: Mobile, Voice, Mixed Reality and 5G Set the Stage for Next Generation Customer Experiences

My friends at Keap asked me to share my predictions for the annual, “2020 Small Business Marketing Trends Report.” I wanted to share my ideas with you here as well… Next Generation CX Must Be Designed as Native Experiences for Emerging Platforms Search and content are more important than ever when it comes to the customer journey. Beyond digital and social media, mobile was a complete game changer. But many businesses have yet to catch up with how mobile changed…

Brian Solis Discusses Voice Remote and Return on Experience In Interview by theCUBE! On Comcast Innovation Day

Brian Solis Discusses Voice Remote and Return on Experience In Interview by theCUBE! On Comcast Innovation Day

Solis sat down for a 12-minute interview with Jeff Frick of theCUBE at the Comcast Silicon Valley Innovation Center in Sunnyvale, CA. Their chat was centered around “customer experience day,” a gathering of Comcast executives and thought leaders in the customer experience base. Some Solis quotes from the interview: “Today’s conversation has been a spotlight on what’s most important, most important, which is innovation not for the sake of innovation, but innovation for the sake of pushing the customer experience…

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…

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 Great Social Divide: Twitter, Facebook Traffic Surges, Myspace Fades

Source: Shutterstock Recently, Facebook announced that it had surpassed the 300 million user mark. According to Experian HitWise, Facebook accounted for 58.59 percent of all U.S. visits among a custom category of 155 social networking Web sites in September 2009. This is an interesting stat and I would love for Experian HitWise to send the full list over, so that I can also analyze the playing field for new, emerging, and declining players across the board. The report noted that…

Engage or Die! ROI vs. ROP in Social Media

This isn’t an attempt at sensationalism, this is a clear message for all businesses, in every market – Engage or die! If you don’t, you’re competition will. Those who engage with customers and markets will cultivate loyalty in ways never before possible. Traditional marketers will lose, unless they embrace new media. The key however, is finding ways to measure everything in ways that mean something at every level of corporate communications. In any given day, I will sell, evangelize, educate,…

September SF NewTech Meetup

On the heels of the Silicon Valley NewTech Meetup in Palo Alto on Tuesday, I spent the day in San Francisco at the Social Media Club HQ specifically to attend my first SF event – well that and a million other things on the SF to do list. Organized by Joel Sacks, CNET and Marketing Strategist at BuzzShout, and Myles Weissleder, VP of Communications for Meetup, SF NewTech Meetup is similar in format to the Silicon Valley event, but targeted…

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