Studying the impact of innovation on business and society

Tag: design

X: The Experience When Business Meets Design – GetAbstract Summary

X: The Experience When Business Meets Design – GetAbstract Summary

Digital customer experience has never been more important. The pandemic accelerated e-commerce, AI and automation, and digital transformation by 10 years. What most businesses still aren’t prepared for however, is how to think beyond digital tools and platforms to design intuitive digital experiences that inspire human engagement in every touch point across the CX journey. That’s what X: The Experience When Business Meets Design set out to do. It was designed to help “imagineers” image a unified customer journey that…

Dear Retailers, Architects, and Commercial Realtors, Here’s What Digital-First Consumers Want in Shopping Center Design

Dear Retailers, Architects, and Commercial Realtors, Here’s What Digital-First Consumers Want in Shopping Center Design

On December 2nd, 2020, I was presented with an incredible opportunity to keynote CenterBuild, organized by the International Counsel of Shopping Centers (ICSC). My session, “The Future of Retail and Real Estate Isn’t What It Used to Be,” focused on the cultural roots of shopping centers and the role they can play as society evolves in a new trajectory due to COVID-19. Brannon Boswell, Executive Editor/SCT, wrote a wonderful article summarizing the presentation that I wanted to share with you…

Humanizing CX: Shifting from Customer Experience to the Customer’s Experience

Humanizing CX: Shifting from Customer Experience to the Customer’s Experience

Customer experience is powerful because it consists of two important ingredients, 1) people and 2) emotions. When we talk about CX as a matter of purpose and strategy, this is exactly where the phrases “put customers at the center of our business” and becoming “customer-centric” can and should come to life. But honestly, we don’t really design for people or emotions today. We design for what we think of as customer intent and in turn, invest in touchpoints, conversions, transactions…

Consumers Don’t Want Products And Services, They Want Experiences

Consumers Don’t Want Products And Services, They Want Experiences

    Following my presentation at Adobe Summit, I sat down with CMO.com‘s Giselle Abramovich (also my dear friend) back stage to discuss the importance of experience design and the future of brand in a digital economy. I also got to share the inspiration behind, X: The Experience When Business Meets Design. In this in-depth interview, we also explored my research, work and ideas about how every company should re-imagine brand for an era of digital Darwinism. The questions and answers cover…

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…

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…

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