Studying the impact of innovation on business and society

Tag: customer experience

Marketing Land – 2019 Mobile Marketing Predictions From Industry Veterans

Marketing Land – 2019 Mobile Marketing Predictions From Industry Veterans

Brian Solis, principal analyst and futurist at Altimeter, author of X: The Experience When Business Meets Design. “Mobile marketing becomes less of marketing as we know it and more focused on CX and customer journeys. Instead of upgrading touchpoints, marketing reimagines existing funnels for mobile mindsets, behaviors and expectations…not just devices. Mobile signals feed a new ‘data as a service’ model where marketing aligns with business functions to drive unified performance and growth.”

Inventiva – Online marketplaces must go beyond sales to experiences

Inventiva – Online marketplaces must go beyond sales to experiences

That’s the sweeping conclusion of a new report called “The State (and Future) of Digital Marketplaces,” produced by Altimeter principal analyst Brian Solis and published by marketplace technology company Kahuna. More than just selling a product, these platforms will increasingly need to find ways to simplify and integrate the entire customer experience, from discovery to purchasing to delivery.

“It’s an economy with experience as a service,” Solis said. “That facilitating of transactions just isn’t going to be enough for the success of marketplace anymore.”

How Customer Service Is Guiding Digital Transformation

How Customer Service Is Guiding Digital Transformation

On Microsoft’s Savvy Business Leaders podcast series, host Bill Detwiler discussed with Solis how customer service is guiding digital transformation, with companies using data to be more accessible on mobile platforms and best meet customers’ expectations. Asked why companies need to rethink customer experience, Solis explained that customer experience is the number one catalyst for digital transformation. He said, “The biggest thing about this is that customers are going through or undergoing profound changes in their behaviors, which ultimately affect…

A Prelude to Innovation: Figure Out How The World is Changing and How To Be More Relevant as It Evolves

A Prelude to Innovation: Figure Out How The World is Changing and How To Be More Relevant as It Evolves

There are many places in this world I hope to one day experience. On that list was Sofia, Bulgaria. I use the past tense as I’m so happy to report that I had the opportunity to visit this beautiful city (and country) for the DigitalK conference. What a great event! I presented on topic that I refer to as “A Prelude to Innovation.” It’s meant to spotlight the important actions and events serving as the introduction to innovation itself. Shortly…

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…

1 3 4 5 6 7 9
Join Our Mailing List

You have Successfully Subscribed!

Stay Connected
Twitter
  • “I’d recommend this book if you want guidance and wisdom for how to sort out the chaotic cloud of ideas and yearnin… https://t.co/FWmyuUHHuT
  • RT @salesforce: Question - man or machine? Answer = BOTH! "Today, you have to be thoughtful about human-centered design and their experien…