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 Now’s the Time to Swipe Right for Mobile Revenue
I’ve said it before and I’ll say it again, mobile is the first screen, not the second screen. Design and invest accordingly. Tell me if you’ve heard (or experienced) this one before… You’re in the market for a new product. You’re 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 what’s 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 江欣珍 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 what’s 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,…
Building a Brand Through Experience Design
Recently, I had the good fortune of conducting a joint interview with Don Schuerman, chief technology officer and vice president of product marketing at Pegasystems on the topic of customer experience. Don brought an intriguing perspective to the table from more than 20 years on the technology side, working directly with companies to operationalize digital initiatives. You can listen to the interview here, but I also wanted to share some highlights from the conversation: The market is changing, whether we like it or not: Customer expectations…
An Intern’s Review of WTF: What’s the Future of Business
One of the little known stories about my previous book, What’s the Future of Business: Changing the way businesses create experiences, is that I wrote and published it after I had started my latest book, X: The Experience when business meets design. While it stands on its own, WTF is technically a companion book to X and can be read as a part 2 of sorts. One of the lesser known facts about WTF, is that it wasn’t even on my docket….
