Photo Credit:Ā Brian Fanzo I don’t normally share things like this, but…I’ve had a heck of a week. On Monday, I released what I would consider my most significant research to date on the subject of digital transformation, “The Race Against Digital Darwinism: Six Stages of Digital Transformation.” I also spent traveledĀ to San Diego (SMMW), Las Vegas (SAS) and Huntington Beach (WCPRSA). Not the most extreme mileage in comparison to previous trips, but each event, was in its own way, unforgettable….
The Importance of Designing Customer Experiences
SXSW is one of my favorite events of the year for many reasons. It’s an experience where serendipity becomes the new gravity and almost everyone you meet has incredible stories to share. Upon arrival in Austin, I drove straight from the airport to the Sysomos lounge to see my dear friend Amber NaslundĀ and her team. She was kind enough to host my very first booksigning of X the evening before SXSW was set to kick-off. The place was packed! What…
Introducing a framework for experience architecture
Alan Quarry is one of those people that makes you smile and earns your trust and respect within minutes. He also has a pretty killer video setup. Alan invited me on his show to talk about X and I gladly accepted. The minute I plugged-in to his video feed though, I instantly wished I could teleport to his studio. #jealous. In X, I introduceĀ framework for experience architecture and how one can become an xperience architect. We talk about what that…
To improve CX, companies must rethink the customer journey to cater to Gen C
A (r)evolution is brewing, and most companies are not prepared for it. Itās no secret how, with an overabundance of new devices and platforms available every day, customers are more empowered and finding new ways to either hack or completely ignore company touchpoints. With this complex customer journey unfolding, great marketing, products and services are not enough to win. Now, companies need to create and cultivate meaningful experiences for their customers. This starts with designing a more intuitive and efficient…
The Opposite of Change is Conformity: A framework for driving meaningful digital transformation
Digital transformation is a buzzword. On top of that, the termĀ digital transformation causes debate amongst those working in or studying the fieldĀ and confusionĀ among everyone else. But at the same time, digital transformation is also one of the most promising and impactful trends in business (r)evolution today. Why? It carries with it the ability to modernize how businesses work, market and serve. AndĀ more so, digital transformation offers a unique glimpse into how disruptiveĀ technologiesĀ are affecting human behavior, expectations and values. It has…
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An Xclusive Look Behind the Story of X and Why Experiences Really Matter [VIDEO]
I was recently in Orange County, Calif., where I had the opportunity to share insights from X and also host a book signing for the LinkedOC community. While there, event organizer Bryan Elliot and entrepreneur extraordinaire shot an episode for his popular business TV series, “Behind the Brand.” It’s a pretty epic show he produces that rivals anything you see on prime time TV. In this episode, we discuss the story behind the X, what makes experiences matter and how…
X Marks the Spot: Where Experience Meets Design
Please watch the video below… I’ve met some pretty incredible people over the years. One such individual that I wanted to introduce to is Bryan Elliott, an entrepreneur, writer, event producer and advocate for innovative thinkers andĀ businesses.Ā I originally met Bryan atĀ Blog World Expo back in the day,Ā one of the original big tech shows we all usedĀ to hit on the circuit. He’s just one of the nicest (and most connected) human beingsĀ you could ever meet at a conference or anywhere really….
Why Mobile First is No Longer Enough; Itās Time To Think About Mobile Only Design
For the last few years, āmobile first!ā has become the mantra among savvy digital marketers. But a mobile first approach seems to be more of an ideology than it is a standard in digital design. Recent research shows that marketers still invest in mobile as an afterthought or as a bolt on to more mainstream digital programs. For some reason, executives still need more convincing to properly fund and support mobile initiatives that span the entire customer journey not just…
How to Know if You Care About Your Customers Enough
Guest post by Jay Baer (@jaybaer), author of the new book, Hug Your Haters: How to Embrace Complaints and Keep Your Customers, Letās face it: choosing whether or not you hug your haters isnāt about you knowing how to do so, itās about whether doing so aligns with the values of your business. The great paradox Every company says that customer satisfaction is their most important objective, yet their actions demonstrate otherwise. Itās a paradox, but I find companies that…
The Truth About Creating Customer Experiences
Bryan Kramer isĀ just one of those people with whom you instantly bond. For those who don’t know him, he shot onto the social, digital, content marketing scene with fun and fervor. He’s highly regarded as a strategist, speaker and author. He’s also someone I think of as a good friend. Recently, I had the honor, and enjoyment, of shooting an episode of H2HChat (Human to Human) with Bryan and his super smart co-host Suzi McCarthy. The conversation was both…
