Digital customer experience has never been more important. The pandemic accelerated e-commerce, AI and automation, and digital transformation by 10 years. What most businesses still aren’t prepared for however, is how to think beyond digital tools and platforms to design intuitive digital experiences that inspire human engagement in every touch point across the CX journey. That’s what X: The Experience When Business Meets Design set out to do. It was designed to help “imagineers” image a unified customer journey that…
WTF – What’s the Future of Travel and Tourism
In 2016, I was invited to speak at World Travel Market (WTM) in London. The book, X: The Experience When Business Meets Design, was brand new and perfect for the event. Why? Travel and tourism are experiential and as such, they are the epitome of experience businesses. The challenge however is what modern experiences do customers seek in an era of digital Darwinism? My goal at WTM was to help delegates see the present differently to then see the future…
Speaking To and Through People You Hope to Inspire: Analog-to-Digital Street Flyers That Hit Different
This is the week of SXSW 2021. Even though it’s a virtual event this year, it is still a special community bound by the spirit of entrepreneurship, creativity, ideation, friendship, and tacos (+ BBQ, queso, pedicabs, and late nights!) Since this is a very special week, I wanted to share a story with you that I don’t think I’ve ever talked about. Every year, going back to, 2007 I think, JESS3 and I would legally (on plastic coverings) post creative…
Designing for Digital-First Customers: Focus on Experience as a Driver for Breakthrough Innovation
Experience design and innovation are key differentiators and beacons for the way forward – especially in these times of disruption. While it’s counterintuitive to think about investments when everyone else is exploring cost-cutting, this is exactly the time to break new ground. Those who study customer dynamics, needs, emotions, and aspirations to reveal meaningful and empathetic ways to innovate will succeed in business and in customer relationships. That’s power, and urgency, of designing human-centered experiences. The challenge lies in breaking…
Who’s Who in Digital Experience? Brian Solis Named One of 10 Industry Key Opinion Leaders
Who’s Who in Digital Experience? by Neringa Mikutyte Digital Experience is, simply put, a multi touchpoint interaction between an organisation and a user that has been made possible with the constant evolution of digital technologies. Digital Experience acts as a bridge for companies, helping them move from the physical to the digital world. For a great Digital Experience, you need accessibility and, most importantly, personalisation. There’s never a one-size-fits-all solution for businesses; the key is in identifying tactics and strategies…
10 Quotes to Enrich Your Customer Experience
Mercí Thierry Spencer Transcript in French (via Google Translate): rien de tel qu’une bonne situation pour s’inspirer et partager des convictions autour de soi je vous propose une sélection de dix citations pour enrichir votre expérience client les gens ne se souviennent pas toujours de ce que vous dites ni même de ce que vous faites mais ils se souviennent toujours de ce que vous leur avez fait ressentir my angel ou écrivaine poétesse actrice et militante américaine ne pensais…
Giving CX Purpose: Shifting from Customer Experience to the Customer’s Experience
Customer experience is the new battleground for brands. How company’s deliver CX is either a competitive advantage or disadvantage. But, CX is so much more than how we think and talk about it, how we plan for and imagine its future, and how we invest in and support it. Perhaps it’s in how we frame it. We tend to observe it as mission critical, but we organize around it through distributed strategies across the organization. We enable disparate versions of…
X Ranked Number 6 Best Mobile Marketing Books of All Time by Bookauthority
“X: The Experience When Business Meets Design“, made it to BookAuthority’s Best Mobile Marketing Books of All Time list, ranked at #6! BookAuthority collects and ranks the best books in the world, and it is a great honor to get this kind of recognition. The book is available for purchase on Amazon. p.s. Thank you Lee Odden!
Humanizing CX: Shifting from Customer Experience to the Customer’s Experience
Customer experience is powerful because it consists of two important ingredients, 1) people and 2) emotions. When we talk about CX as a matter of purpose and strategy, this is exactly where the phrases “put customers at the center of our business” and becoming “customer-centric” can and should come to life. But honestly, we don’t really design for people or emotions today. We design for what we think of as customer intent and in turn, invest in touchpoints, conversions, transactions…
Consumers Don’t Want Products And Services, They Want Experiences
Following my presentation at Adobe Summit, I sat down with CMO.com‘s Giselle Abramovich (also my dear friend) back stage to discuss the importance of experience design and the future of brand in a digital economy. I also got to share the inspiration behind, X: The Experience When Business Meets Design. In this in-depth interview, we also explored my research, work and ideas about how every company should re-imagine brand for an era of digital Darwinism. The questions and answers cover…
