Digital Darwinism is forcing businesses to #AdaptorDie. Many realize that customers are different. At the same time, leaders understand that how employees want to work is also changing. Yet, they’re frozen in the past, undermining the future simply because they do not know what to do and how. After all that is known, it is the unknown and the fear of venturing into the unfamiliar that becomes paralyzing. I spend a substantial amount of time inside businesses researching digital transformation…
Experience Begins Here
Experience is becoming more important than the product itself. What is experience? It’s not a thing, it’s everything. It’s an embrace and an emotional ecosystem that requires purpose, thoughtfulness and mastery. More so, experience requires architecture and a supporting ecosystem to deliver more than features, utility or capability. And, it starts here: <3 We must flip our everyday approach from brand-centricity to customer-centricity. Think beyond budgets, approvals and technology and creativity for the sake of technology and creativity. That’s what…
Pardon My Bluntness, The Future of Marketing is Screwed…But It Doesn’t Have To Be
The Adobe Summit in London is a pretty special event to me. A big part of it of course has to do with its location. I adore London and all of my friends, and those I’ve yet to meet, make the trip special each time. The other reason is that Adobe’s platform reaches EMEA and thus helps marketers who are pushing for change on a global scale. To prepare for the event, the team at CMO.com asked me to share…
Digital Transformation Starts with Reimagining the Customer Experience
All customers are not created equal. This is also true for relationships. No business has the same relationship with their customers as you intend to have with yours. The thing is though, you must first define what a relationship with your customer looks and feels like and in turn, how they would describe it to their friends and colleagues. This is where the future of customer experience begins. At a time when technology is affecting how people go through life,…
Meerkat and the Ephemeral State of Livestreaming
By now you must have heard about Meerkat, the latest tech media darling that lets people tweet (stream) live experiences with friends and followers on Twitter. It’s basically an easy to use app that combines ephemeral livecasting/livestreaming on top of the Twitter platform but through a dedicated screen where participants can see video, who’s watching as well as the Tweets between them. I call it Meerkasting and yes, it’s already a verb. I realize that most of the words I…
Insights: Interviews on The Future of Social Media as Curated by Anil Dash and Gina Trapani
I’ve long admired the work of Anil Dash and Gina Tripani over the years. In many ways, each has shaped my perspectives in new media and its impact on our professional and personal lives over the years. It came as no surprise that Dash and Tripani collaborated on yet another project. This time, they created ThinkUp, a social media service that offers daily insights about you and your friends on Twitter and Facebook. To celebrate the launch of their latest…
Creating Truly Personal Omni-Channel Customer Experiences
When I was in London, I visited the Smart Focus HQ to shoot a series of videos, host a webinar and also sign books for local marketing professionals (videos and webinar accessible here.) While there, something unplanned and very cool began to surface and I’m excited to share the result with you here. We assembled all of the content, organized it, and developed additional material as a dedicated ebook. I’ve embedded it below or you can read more about it…
Customer Experience is Becoming More Important Than the Product Itself
Customer experience is the sum of all engagements and interactions a customer has with your business in every step of their journey and lifecycle. It’s what your customer feels, thinks, says (to you and others) and more so, what they do now and in the time to come that counts for everything. CX is measured not by NPS (Net Promoter Score) but instead by the sentiment and outcomes in every moment of truth throughout the relationship. That.is.the.experience. And, it’s yours…
Mobile CX (Re)design: A Catalyst for Digital Transformation
Guest post by Jaimy Szymanski (@jaimy_marie), Analyst, Speaker, Advisor In order to inspire great digital transformation within an organization, strategists must provide proof of concept on a smaller scale. Often times, change agents focus first on transforming their approach to mobile customer experience (CX) design, in order to make the case for overhauling the company’s entire approach to digital CX strategy. Over the past two years, my colleague Brian Solis and I have researched the evolution of digital transformation through…
Companies Need to Compete for Relevance to Survive Digital Darwinism
Digital Darwinism is claiming businesses everywhere. As technology and society evolve, leaders face the need to adapt or die. Doing so stars with rethinking what it takes to compete for market share by competing for relevance. However, executives do not know what they do not or choose not to know. In my book, you either compete or relevance or you don’t. While I was in Paris at Le Web (see interviews with Skully’s Marcus Weller and Andela’s Jeremy Johnson), I…
