Studying the impact of innovation on business and society

Manager Magazin: Die ganz große Zetsche-Show

Manager Magazin: Die ganz große Zetsche-Show

Der erste Besuch von Daimler-CEO Dieter Zetsche auf der SXSW-Konferenz in Texas beginnt über den Wolken – und endet in Straußenlederstiefeln. Danach lässt sich Zetsche einen Car2Go-Mercedes vorführen, bevor er mit Kawasaki Essen geht. Am Tisch sitzen unter anderem Supernerd Robert Scoble und Analyst Brian Solis.

Enhancing Customer Experience With Wearable Tech

Enhancing Customer Experience With Wearable Tech

Guest post by Blake Morgan (@blakemichellem), Customer Experience Futurist, Keynote Speaker, Author of the new book, More Is More In X: The Experience When Business Meets Design, author Brian Solis talks about how Disney created its MagicBand—an all-in-one device that connects users with their vacation options—embedded with technology that allows customers to make purchases without a credit card or cash, get in and out of the park, review and optimize wait times, book FastPass, open their hotel room door, make dinner reservations, and…

Moving Beyond Demographics: Today’s Hyperconnected ‘Generation C’

Moving Beyond Demographics: Today’s Hyperconnected ‘Generation C’

Several years ago as I was writing The End of Business as Usual, I researched how the customer journey was evolving. Specifically, I studied how traditional touch points compared to digital touch points and more so, how customers were hacking their way to desired outcomes. Along the way, I found that when it comes to “digital customers,” alignment in behaviors and preferences spanned generations beyond traditional demographics. At the time, I referenced this group of hyperconnected customers “Generation C” where…

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