The funny thing about customer experience is that, for all of its good intentions, it is a bit ironic. Many businesses talk about the importance of customer experience (CX). At the same time, many are prioritizing investments in new technologies and touchpoints to improve engagement. But, when asked about their understanding of modern customer behaviors, expectations, preferences and which experiences in their life they love and don’t love…you get crickets. All too often, customer experience doesn’t really start with the…
Ph.Creative: Getting Back to Customer Centricity with Brian Solis (podcast)
Sought-after keynote speaker Brian Solis shares his shares his knowledge on the great economic impact of customer ‘experiences’ in this podcast.
Brian Solis Interviewed By Customer Engagement Platform JRNI
In an article called “Spotlight on CX: Brian Solis, Altimeter Group,” Solis is interviewed by Shayna Wilczynski as part of a series of interviews about understanding the customer experience and where it is headed in the near future. JRNI is an enterprise customer engagement platform that offers appointment scheduling, queuing and event booking capabilities. Solis was asked such questions as, “What do you think have been the most significant advances in CX in previous years?” “How do you design the…
The Future of Brand, Tech and Business is Experience
If you’ve never attended the Next Conference in Germany, plan for the next event. It combines elements of SXSW in a festival, city-wide format where people, technology, music and art converge into an experience that’s anything but a conference. I’ve had the privilege of presenting at Next over the years. In 2016, I was invited once again (I think for the third time) and I jumped at the chance. Well, actually, I flew to Hamburg, but you know what I…
It’s not the End of Retail, It’s the End of Retail As We Know It
Retail, like every industry, faces digital Darwinism as technology and markets evolve and disrupt. This isn’t new. But what is clear, executives are not prioritizing bold strategies and investments that save them from their “Kodak Moment,” that moment when consumer behaviors and values evolve beyond brand recognition. If you read about the state of retail today, you’ll see dramatic descriptors such as “apocalypse,” “the end…,” “dying,” you get the picture. While doom and gloom and disruption is inherent in every…
Brand Innovation and Customer Experience Design: An Interview with Comcast’s Chris Satchell
The potential for breakthrough innovation is at its greatest when there’s purpose. And in an age of disruptive technology, humanity is becoming a killer app. Often in my research on digital transformation and innovation, I find the most compelling catalyst for finding purpose and accelerating change and improvement is customer experience (CX). Think about it. Who owns the customer experience? Yes. The customer owns it. That might seem like one big “duh.” But, believe it or note, many organizations are…
The CX Imperative and The Role You Play in Making Business Personal
i Every now and then, I am asked to write the foreword for a great book. And, every now and then, I say yes. The deal is always the same. Once the book is released, I ask that I’m able to publish the foreword in full to share with you here. My friends Lars Birkholm Petersen, Ron Person and Christopher Nash wrote a book, Connect: How to use data and experience marketing to create lifetime customers. As they describe, marketing is…
Deepening Customer Relationships with Contextual Content
Guest post by Rebecca Lieb and Jaimy Szymanski, Content: The Atomic Particle of Marketing In the “phygital” world that marries our physical and digital presences, content is ubiquitous. Only by offering content through the lens of context can marketers achieve relevancy to today’s uber-connected consumer. Beacons, sensors and the Internet of Things (IoT) are moving marketing past the screen to the objects, places, and even the conditions (weather, holidays, sales) we occupy and experience in the real world. Contextual marketing…
Why your website (and CX) suck and how to better engage digitally-savvy consumers
I recently had an opportunity to speak with Juliet Stott of Content Magazine about the impact digital has had on marketing, how customer experiences can help marketers differentiate their brands, and why websites in general, suck. It was such a fun and revealing conversation, that I wanted to share it with you here. I hope it helps you! Content: What has been the greatest disruption to marketing, and what impact has it had on the industry? Brian: Social is one of the disruptions,…
It’s Time to Bring Digital Literacy to the C-Suite: An Interview with Paul Miller of the Digital Workplace Group,
I think the next big thing following massive innovation on the CX front is EX…employee experience. But, to do so requires a level of inward empathy not usually found roaming the halls of the C-Suite. This is something though, I believe, will become more pronounced as the move to customer-centricity is more closely linked to employee-centricity. To do so however, requires that companies empower employees, giving them access to information, expertise, and the reward mechanisms they need to innovate and…
![While AI learns and gets smarter and smarter, I spend my time preparing for the future by… [fill in the blank].
The most important skills of the future are human…
#creativity, #imagination, #individuality, #criticalthinking, #empathy
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