Studying the impact of innovation on business and society

Tag: cx

Customer journeys start with smartphones, but brands still don’t get mobile

Customer journeys start with smartphones, but brands still don’t get mobile

Customers are not going to wait for brands to get the mobile journey right…they’ll move on and find someone else who gets them. Customers are increasingly and overwhelmingly mobile-first. For the most part, many brands are still learning how to optimize traditional e-commerce experiences let alone mobile sites and apps. The Amazons of the world don’t make it any easier to keep up. Yet every day, customers are reaching for their smartphones to learn about what to buy, what to…

Evolving customer behavior gives retailers insight into innovation priorities

Evolving customer behavior gives retailers insight into innovation priorities

“Innovation starts with understanding who people are becoming, because in there are the insights into how they shop and why.” – Brian Solis, principal analyst at Altimeter Group Not too long ago, I had the opportunity to present my vision for retail innovation and shopper experience at “The Summit” hosted by AT&T in Dallas. Following the event, the AT&T Editorial Team, published a written summary and also a video highlight reel of my talk. I wanted to share them with…

We keep talking about Millennials and Centennials, let’s just talk about human beings first and go from there

We keep talking about Millennials and Centennials, let’s just talk about human beings first and go from there

It’s my job to study how people, you and me, are changing as a result of our relationship with technology. It’s also my job to then reverse-engineer those insights into opportunities for innovation. There are immediate areas of where human-centered design can solve problems you are facing right now. There are many more areas where human-centered innovation and iteration can help you create competitive and critical opportunities for the future. Everything from customer experience (CX) and employee experience (EX) to…

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…

Customer Experience For The Win #FTW

Customer Experience For The Win #FTW

I had the opportunity to keynote UNITE by Satmetrix recently on the topic of experience design for modern customers. Leading up to the event, I joined the team on a podcast to discuss the topic in-depth. I share it with you here in the hopes that it will help you. Capture the heart, mind and spirt of the new CX…the customer’s experience Ask 10 different executives what CX means and how to improve it, you’ll get at least 15 different…

For Decades, Technology Scaled Businesses Away from People; It’s Time To Bring Customers Closer

For Decades, Technology Scaled Businesses Away from People; It’s Time To Bring Customers Closer

For decades, businesses used technology to distance themselves from customers. Systems and processes helped companes automate, grow and scale transactions and service. Moving forward, we have to explore technology and service innovation to deliver against the experiences customers value versus building updated solutions on top of existing paradigms. Innovation is all the work you do to conform to expectations and aspirations of people as they evolve instead of making them conform to your legacy perspectives, assumptions, processes and metrics of…

The Importance of Experience Design and the Future of Brand

The Importance of Experience Design and the Future of Brand

Customers today are accidental narcissists. Tomorrow is an entirely new game brands, CX strategists and marketers. Disruption is a gift either given to you or by you. Knowing this, we are still making mistakes in creating meanignful experiences to a new generation of connected, impatient and demanding customers. We get stuck in legacy thinking, playbooks and metrics rather than innovate and disrupt to fully capitalize on new digital opportunities. Following my presentation at Adobe Summit, I had the opportunity to…

AI, Chatbots and Designing the Next Generation of Automated Customer Engagement

AI, Chatbots and Designing the Next Generation of Automated Customer Engagement

No matter how much sweetness or spin you add to it, early incarnations of AI-powered chatbots are the call centers of this generation. They’re cool. They’re scalable. They’re relatively inexpensive compared to human agents. Yes, chatbots scale engagement through new, popular messaging channels and introduce conversational commerce capabilities that carry the potential to deliver incredible experiences. But here’s the thing…most of the interactions are basic, seeking to replicate existing transactions and experiences that only seem to wow those designing not…

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