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…
Does your brand have an experience style guide?
X has opened the doors to new countries and experiences and for that, I am truly grateful. Recently, I had the opportunity to visit Singapore and also Hong Kong. I already want to go back. While in Hong Kong, I meet with Soon Chen Kang 江欣珍 at Campaign Magazine to discuss X, the state and future of brand and the importance of experience design in all aspects of customer/employee engagement. I wanted to share the conversation with you here… Does your brand…
Human-centered CX: Uniting stakeholders across the enterprise
Customer experience is said to be a top business priority for most companies around the world. Many experts agree that investing in CX establishes a competitive advantage against companies that choose to solely prioritise the bottom line. While customer experience is a noble and important catalyst for business transformation, becoming truly customer-centric requires an introspective approach. This takes stepping back to define what customer experience really means from the customer’s perspective – what they truly value and also what’s primed,…
The Miss Universe Design Fail and the Importance of Design
A short story on the importance of design. Following the Miss Universe debacle, conversations continue to focus on Steve Harvey and his incredible mistake announcing “Miss Colombia” as the winner, then correcting himself two minutes later, saying Miss Philippines was the rightful winner. Aside from whether or not beauty pageants should still be a thing and why was it that Steve Harvey missed a good portion of the rehearsal, I wanted to turn the spotlight over to the importance of design. Shortly…
Sometimes The Best Experiences Were Meant To Be That Way
Close your eyes for a moment and think about the last time you had a truly great experience… an experience that moved you…that captured your heart, mind and spirit. What about it was so special? Now, bring it to life for someone else…and they’ll do the same. bit.ly/x-experience Experience is everything… Connect with me… Twitter | LinkedIn | Facebook | Youtube | Instagram | Pinterest ask men
Xcited to Announce That X: The Experience When Business Meets Design is Now Available
Three-and-a-half years in the making, I’m proud and also relieved to finally announce that X is now available online and in a store near you. I can’t tell you how important this is to me. There were several times along the way including up until the end when I thought this book would never see the light of day. I can’t wait to share it with you. I tend to spend most of my time sharing my work across the…
The Importance of Artistry in Business and Everything
I am a big fan of Chase Jarvis and I’m also proud to call him a dear friend. As I was preparing for the launch of my next book, I found this gem of a video from 2013. I can’t believe I lost this. In what is either a serendipitous or coincidental discovery, this video was shot as part of the official debut of CreativeLIVE‘s studio in San Francisco at the same time I was introducing What’s the Future of…
A Manifesto for Building Relationships in the Digital Era
Not too long ago, my dear friend Hugh MacLeod (@gapingvoid) and I set out to explore a new world of visual communication that combined an intentional form of written storytelling illustrated through clever yet pithy cartoons. That work was originally brought to life in #WTF (What’s the Future of Business). The engagement around Hugh’s work eventually spilled over from print to online with readers sharing their favorite Hugh cartoons via Tweets, Instagrams, Vines, Pinterest, et al. We were inspired to…
Be on your best behavior! Behavioral expert Kare Anderson on how to design idyllic experiences
“If we feel instinctively liked by someone else then we tend to project unto them the qualities we like in other people…and that’s priceless.” Those are the wise words of Kare Anderson, expert on the art and science of understanding and perfecting behavioral cues. As she shares, emotion precedes rational thought. In this episode of Revolution, we learn about the importance understanding what we do and don’t appreciate in others to improve how we connect and communicate. If you’re aware…
I’m proud to announce that my new book, What’s the Future of Business, is now available
It is with the utmost excitement that I finally announce the availability of What’s the Future of Business, Changing the way businesses create experiences (www.wtfbusiness.com). You can get it now at Amazon, B&N, iTunes. It’s also available for Nook and Kindle. It’s been a long journey to this point. Following my last book, The End of Business as Usual, I set out to answer an important question, if this is the end of business as usual, then what‟s next and…
