Information Technology (IT) refers to anything related to computing technology, such as your computer network, hardware and software that connect you to the Internet, and the people that work with these technologies. Many organizations have an IT person or department depending on their needs. As we are at the intersection of the Information Age and … Read more
We are in the Experience Economy that Pine and Gilmore predicted – a customer-centric marketplace that Forrester calls the Age of the Customer where: “A customer obsessed company focuses its strategy, its energy, and its budget on processes that enhance knowledge of an engagement with customers, and prioritizes these over maintaining traditional competitive barriers.” We … Read more
Jeofrey and I shared our aggregate views of what makes the best customer experience companies better, different, more profitable and sustainable at the SDL Innovate 2014 in San Francisco. We shared that these “Experience Makers” dominate their industries and change customers’ lives. We shared insights about leadership, best practices and decision making, based on the interviews … Read more
It has been an exciting year for Jeof and I and The Customer Experience Revolution this month. We had a great time as Closing Keynotes at SDL Innovate 2014 in San Francisco, the book went into a third printing, and Brigantine Media just released this trailer.
In FastCo.Design’s Move over Product Design, UX is the Future, Rick Wise, CEO LIppicott, shares: “Today’s enlightened leaders are achieving success by crafting the entire customer experience – shaping, innovating, branding, and measuring it. They are mastering a new discipline we refer to as experience innovation by going beyond the discrete product or service to … Read more
A phenomenal amount of innovation is happening at the forefront of mobile engagement. From wrist bands to smart pills, we are seeing the use of mobile technologies to collect new kinds of data, crunch it in the cloud, and then employ a mix of engagement tactics on mobile devices creating new interactions — new “mobile … Read more
I am a firm believer in the Human-Centered Design Process. So, why are there so many bad designs? Here’s why: There was never a Designer involved The Designer was brought in on the project too late There wasn’t a person(s) to implement the design The implementer(s) of the design do not have the right skills … Read more
“And one more thing…” is a phrase Steve Jobs famously used in making announcements of products towards the end of his presentations. Steve Jobs also said “We’re gambling on our vision, and we would rather do that than make ‘me too’ products. Let some other companies do that. For us, it’s always the next dream.” … Read more