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…
CMO by Adobe: What CMOs Must Nail In 2017 To Succeed In The âExperience Businessâ
So, strategically, what does that mean for CMOs? To find out, we turned to our network of top marketers and analysts, as we have done since 2011, and posed this yearâs question: Digital transformation and becoming a “customer experience business” is clearly the future for marketing. What is the one thing CMOs must get right in 2017 to make that happen?
Customer experience is just thatâwhat customers actually experience. CMOs must act less like âexecutivesâ or âmarketersâ to design meaningful, shareable, and unforgettable experiences in every moment of truth.
âBrian Solis
Huffington Post: Business Books Recommended as Last-Minute Gifts
According to Brian Solis, not only are most businesses failing at the customer experience, but they are failing by design. As an analyst and anthropologist, he has researched the problem and offers an interesting and credible perspective. His book, X: The Experience When Business Meets Design, not only details why some companies kick ass in the experience department but also explains how the key to their success is understanding their customers on multiple levels. He outlines how customer experience is the new differentiator and how every business can make meaningful changes.
Level Up: An Introduction to the 5 Different Levels of Self-Driving Cars
With all of the talk about self-driving cars, youâd think that they were already on our streets. Well, technically in some states such as California, Nevada and Pennsylvania, automakers and technology vendors are already publicly testing autonomous vehiclesŸwith human drivers and engineers onboard. You might have also heard about the Teslaâs driving around town in âAutopilotâ mode where drivers are doing everything but driving. Not all autonomous cars are the same. While engineers are striving for full self-driving mode one…
Channel Futures: Brian Solis – 2017 is the Year of Customer Experience (CX)
This recent article from Channel Futures spotlights Brian Solis’ thoughts on digital transformation in customer experience (CX). As Solis notes, even cutting-edge cloud businesses must reimagine CX: âWe need to re-engineer the customer experience…The question is how do you take the friction out of an aging or outdated process. Everything from the table of contents in books outward has changed. We donât need to pretend CX has always been the same.â
VoiceAmerica Internet Talk Radio: Tech Superstars with guest Brian Solis
On todayâs show, Brett hosts two renown tech stars- Keith Teare, a founding member of TechCrunch and Archimedes Labs; and Brian Solis, expert in technology and customer behaviors. They discuss AI, IOT, the changing nature of jobs due to technology, and the best ways to approach fake news. This is an episode you really do not want to miss!
Conversocial: The 30 Most Influential People in Social Customer Service
by: Tamar Frumkin, Conversocial Weâve opened the annals of Social Media stars from inception until now and compiled a list of the thought leaders, innovators and trailblazers who have had the greatest impact on Social Customer Service. What started as a platform for customers to to vent every qualm to an endless sea of fellow social users, social has now matured into a series of dedicated channels that are just as sophisticated and diverse as its users. Some of these…
Top 10 Retail Banking Trends and Predictions for 2017
Every year, my good friend Jim Marous organizes a “top trends and predictions in retail banking” for the annual Digital Banking Report. I do my best to support his efforts as its an important topic and it’s also a discussion that applies to almost every industry. The report features 99 global financial services leaders plus me ;). The crowdsourced panel includes bankers, credit union executives, industry analysts, advisors, authors and fintech followers from Asia, Africa, North America, South and Central America, Europe, the Middle East…
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…
Google’s Autonomous Driving Group Spins Out as Waymo; Becomes the Android of Self-Driving Cars
This week, Google surprised the technology and automotive industries by announcing that it would spin-out its self-driving vehicle group as a formal business unit under the Alphabet umbrella. What does Waymo mean? Waymo CEO John Krafcik explained at its press conference that the company name stands for, âWay forward in Mobility.â After years of speculation as to whether or not Google (now Waymo) would introduce its own fleet of self-driving cars, its now clear that the company will become an enabling partner…
