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…
Why Customer Experience is The Catalyst for Digital Transformation
As a digital analyst, I spend a lot of his time thinking about the future of customer experience. So much so that my next book attempts to rethink the term “experience,” X:The Experience of Business Meets Design. “X” explores experience architecture the various ways companies can design meaningful and shareable experiences in every moment of truth. I recently spent time with the team at VisionCritical as part of the prep for its their upcoming conference in Chicago, 2015 Vision Critical…
When You Share Experiences You Help Strangers Make Decisions
Whether you realize it or not, when you share an experience you have, whether it’s through a post, review, video, image, rant, praise, etc., it helps a stranger make a decision about what to do next. Customers aren’t following the customer journey you designed because they’re too busy hacking it. No matter how much journey work you do, no matter how creative your marketing, no matter how responsive your website is, no matter how much technology you invest in, customers…
The Future of Business is About Experience Architecture
Digital Darwinism is forcing businesses to #AdaptorDie. Many realize that customers are different. At the same time, leaders understand that how employees want to work is also changing. Yet, they’re frozen in the past, undermining the future simply because they do not know what to do and how. After all that is known, it is the unknown and the fear of venturing into the unfamiliar that becomes paralyzing. I spend a substantial amount of time inside businesses researching digital transformation…
Mobile CX (Re)design: A Catalyst for Digital Transformation
Guest post by Jaimy Szymanski (@jaimy_marie), Analyst, Speaker, Advisor In order to inspire great digital transformation within an organization, strategists must provide proof of concept on a smaller scale. Often times, change agents focus first on transforming their approach to mobile customer experience (CX) design, in order to make the case for overhauling the company’s entire approach to digital CX strategy. Over the past two years, my colleague Brian Solis and I have researched the evolution of digital transformation through…
Report: Some Brands Go All In on Mobile; Others Suffer from Mobile Mediocrity
Consumers aren’t just going digital, they’re also becoming increasingly mobile. To them, mobile isn’t the second screen, it’s the first screen. Brands however, struggle to keep up with them and as a result, mobile strategies are off target or underwhelming. This finding among many others is the result of new research conducted by my colleague Jaimy Szymanski and me. I’m proud to announce that the report, The Inevitability of a Mobile-Only Customer Experience, is available today for immediate download. Mobile…
User Experience is Not Just Design, It’s the Key to Innovation and Growth
It’s not every day you have Jesse James Garrett stop by to talk about the state of user experience (UX) and its role in the future of business. But, we were fortunate to have him visit the set of Revolution to talk about the importance of people and experiences and how UX deserves the attention of the c-suite. The author of The Elements of User Experience and Co-Founder of Adaptive Path, Garrett has literally written the book on user experience….
Facebook Takes Action, Introduces Action Links to the Open Graph
In September 2011 at its f8 Developer Conference, Facebook introduced the social world to frictionless sharing and Action Verbs. With the rollout of its Open Graph, the 900 million strong social network declared that the future of engagement would be driven by both implicit and explicit actions. Explicit actions require the user to click a button such as “Like,” “Share,” “Recommend,” or “Comment.” Implicit actions on the other hand only require that the user run an app designed using the…
Smartphones, Tablets, PCs, The Devices People Use to Discover Information in Social Media (and when)
My friends over at bit.ly published an interesting graph that reveals the devices as well as the days/times that people use different devices and how and when they consume information. As you can imagine, it’s across the board, but as you can see, there are waves that every device follows, except the desktop. Desktops are of course the devices that we can assume people use during work hours. As such, they are most heavily used on weekdays before noon. Interestingly…
