Last year, I spent time with Mark Johnson, CEO and CMO of Loyalty360, to discuss all things Customer Experience (CX). The conversation was so rich, it resulted into a two-part series exclusively for the Loyalty360 community. Now however, I’ve been given the green light to share the conversation (parts 1 and 2) with you here. Part 1 – This is the Year of Customer Experience If you ask 100 executives what customer experience means to them, you would likely get 100 different answers. The need to…
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…
What CMOs Must Get Right In 2017 To Succeed as an âExperience Businessâ
Like clockwork, every December, experts voice their predictions and advice to guide us in the coming year. Sometimes I offer my thoughts. Mostly, I spend my time curating emerging and disruptive technology trends. This year however, my dear friend Giselle Abramovich with CMO.com, reached out with an exceptional question and I couldn’t resist…especially since the answer was limited to 25 words. Digital transformation and becoming a “customer experience business” is clearly the future for marketing. What is the one thing CMOs…
E-Commerce and Apps Pave the Way To The Future of Retail: Inside Amazon Go, A New Retail Experience
We’re a company of builders. Of pioneers. It’s our job to make bold bets, and we get our energy from inventing on behalf of customers. Here are just some of the innovations pioneered by Amazon, and we’re always looking for the next one. – Amazon Every industry is ripe for disruption. It’s what you do now that defines your future and legacy. One of the most exposed industries to disruption at the moment, among many, is the retail sector. From…
Dial M for M-Commerce: Why Nowâs the Time to Swipe Right for Mobile Revenue
Iâve said it before and Iâll say it again, mobile is the first screen, not the second screen. Design and invest accordingly. Tell me if youâve heard (or experienced) this one before⌠Youâre in the market for a new product. Youâre on your mobile and you see something in social that prompts you to go online. You hop from page to page and site to site only to become increasingly frustrated with the process because the sites are incredibly difficult…
Human-Centered CX: Uniting Stakeholders Across the Enterprise to Deliver a Relevant and Holistic Customer Experience
Customer experience is said to be a top business priority for most companies around the world. Many experts agree that investing in CX establishes a competitive advantage against companies that prioritize the bottom line. While customer experience is a noble and important catalyst for business transformation, becoming truly customer-centric requires an introspective approach. This takes stepping back to define what customer experience really means from the customer perspective, what they truly value and also whatâs primed, broken or missing to…
Innovation in Customer Experience Starts with a Shift in Perspective
While traveling Europe this year, I met Silvia Hänig who was writing a story for Haufe.de about customer experience. She followed up our initial conversation with the questions below. Instead of shooting back quick answers, I took the time, maybe too much time, to thoughtfully reply as if I were going to share the exchange with everyone. And, that’s what I’m doing here. I hope it helps you… Mister Solis, why is it so difficult to create Customer Experience (CX) for…
Does your brand have an experience style guide?
X has opened the doors to new countries and experiences and for that, I am truly grateful. Recently, I had the opportunity to visit Singapore and also Hong Kong. I already want to go back. While in Hong Kong, I meet with Soon Chen Kang ćąćŹŁç at Campaign Magazine to discuss X, the state and future of brand and the importance of experience design in all aspects of customer/employee engagement. I wanted to share the conversation with you here… Does your brand…
Human-centered CX: Uniting stakeholders across the enterprise
Customer experience is said to be a top business priority for most companies around the world. Many experts agree that investing in CX establishes a competitive advantage against companies that choose to solely prioritise the bottom line. While customer experience is a noble and important catalyst for business transformation, becoming truly customer-centric requires an introspective approach. This takes stepping back to define what customer experience really means from the customer’s perspective – what they truly value and also whatâs primed,…
The Human on the Other Side of the Screen
I was in New York recently meeting with the IBM Watson team. While there, I had the the opportunity to sit with Robert Schwartz in the company’s Astor Place studio to record a podcast for a new series, “THINK Leaders,” which provides insights and advice on data-driven leadership for the C-suite. The conversation and the topics were quite provocative and eye-opening. So much so, that I wanted to share it with you here so that it may help, in some way,…
