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…
Experience Innovation: Evolving from Customer Experience to the Customer’s Experience
In 2017, I spent time with jrni to discuss the rising opportunity of true CX…not digital…not analog…just real world CX based on how everyday connected people were making decisions in their journey. I never shared the article. But, it’s time that I do. It’s more important now, I believe, than it was then. CX, customers experience, neigh, the customer’s experience is everything now…because it’s theirs. It’s an opportunity to deliver an experience that becomes an unforgettable, incredible memory. A memory…
Multi-tasking is not a superpower, it’s a weakness – without mastery, digital distractions are causing more harm than good
It’s 2021, the second year in a row that SXSW is not being held live in Austin. During the last, live SXSW, I launched my latest, and first personal book on individual empowerment to overcome our social dilemma. Algorithms have certainly earned their wages lately as it’s time for the virtual edition of SXSW 2021 and I’m flooded, thankfully, with memories of 2019. During the craziness of the Lifescale launch at SXSW 2019 in Austin Texas, I met the international…
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…
A Virtual Ode to SXSW 2021 and Celebrating Its 2022 Comeback
This time each year, I, and tens of thousands of others, would make the journey to Austin for the annual SXSW festival. On Thursday, I would organize the “Twas the Night Before” (formally “The Calm Before the Storm” party. On Friday morning, Stephanie Agresta and I (aka The Techset) would officially open the Techset lounge, which would stay open until the following Tuesday. On Friday, the official SXSW/Techset kickoff party would start the night. On Sunday, Daylight Savings would kick…
Introducing #IgniteMoments: Customers Experience So Much Darkness in Their Journey, Optimize Digital Customer Experiences to Deliver the Light
Today’s customer journey is built upon decades of legacy infrastructure. Even with modernization, the relationship between digital and physical touch points are often disjointed, transactional, and in many cases, they just feel outdated. When I was asked to keynote DEEPCRAWL Live and share my ideas for a new future in marketing and search, I jumped at the opportunity. I had so much to share. In particular, I was anxious to preview the “Ignite Moment,” the moment that immediately follows micro-moments and…
Ten Digital Years Ahead: What Does the World Look Like on the Other Side of AI and Quantum Computing?
While in Mumbai to keynote the NASSCOM Technology and Leadership forum, I had a chance to sit down with Suresh Venkat. What an incredible conversation! We explored the role Quantum computing will play in our world. We also discussed technology’s evolving impact on business, markets, and society. I hope you find our discussion helpful! If you’re interested in my presentation on quantum computing, it’s available here. Thank you!
The Future of Travel and Tourism in a Post-COVID World
Every industry, in its own painful way, has been disrupted due to COVID-19. While I’ve been sharing scenarios of disruption for the last 20 years, I never considered a global pandemic of this caliber. I feel deeply for every industry and every company and every person affected. It’s why, at Salesforce, I’ve dedicated my research since March 2020, to understanding the effects of disruption to help executives navigate forward. My goal explored beyond the new or next normal toward one…
Why Human Connections Should be at the Center of Digital Transformation: A Conversation with Blazing Trails
I had the wonderful opportunity to join Michael Rivo on the Salesforce Blazing Trails podcast. What an amazing conversation! We explored the intersection between humanity, social science, and innovation. If you have 22 minutes and 20 seconds, I’d love for you to join us! You can listen to the show here. I hope it helps! The show is also available on… Apple Podcasts Spotify Google Podcasts Show Notes: Successful digital transformations start and end with the teams executing them. Meaningful…
AI and Automation Present a Choice for a Post-COVID World: Business as Usual or Business Unusual
Today, we stand at a crossroad where we can go in one of two directions: perish in ‘business as usual’ or thrive in ‘business unusual.’ Automation Anywhere is helping the world automater epetitive tasks through RPA (repetitive process automation). They’re doing so to reduce the everyday, menial tasks of employees to free them up for more creative and imaginative tasks and also to staff the jobs of the future…today. I was asked to speak on this subject at this year’s…
