Customer Experience Is In the Eye of The Beholder

Traditionally our technology stack has served us in connecting our business to a siloed and then shared reality. As customer journeys online and offline have become increasingly more connected at the customer levels, our organizations have had to rapidly adjust and find ways to transform our legacy technology to a more integrated,…

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Modern Commerce Is About Getting Personal At Scale

Getting personal at scale seems like today’s most pressing oxymoron. Historically, the idea of getting personal took an extreme amount of effort and investment in gaining knowledge and understanding of your desired target’s thoughts, feelings, movements, and habits. With the advent of machine learning, AI, data transactions, and science and unprecedented processing…

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10 Years After the iPhone and 10 Years Ahead

Ten years ago this month (on June 29, 2007), the world of customer experience was forever changed when the first- generation iPhone began to ring the register. Earlier that year on January 9, 2007, Steve Jobs went on stage and announced that for just $499 you would now have a device slightly…

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The 7 Ingredients for Great CX

Great customer experience (CX) is all about the chemistry between your key leadership and organizational teams. One missing ingredient can change or cause the whole recipe to fall apart, to the detriment of the end user. The key to consistently delivering world-class customer experience resides in the following seven commitments: Commitment #1:…

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How To Set Attribution Properly In Omnichannel Retail Strategy

I recently spent the weekend with a few dozen customer experience leaders from retail brands including, J.C. Penney, Michael Kors, Target, Walmart, Timberland, Ashley Furniture, and more. During one of the lunches, the discussion centered around the best practices and lessons learned from the strategic design and implementation of their omnichannel strategies…

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Empowering the CMO As The Conductor Of Great Customer Experience

According to surveys done by The Economist Intelligence Unit, approximately 80 percent of all marketers believe their teams need to be restructured, with as many as one-third of them feeling this should be an immediate priority. There are volumes of ideas on how you can restructure your organization based on your vertical,…

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Getting Lean with the Experience Marketing Framework

The Experience Marketing Framework “aka” EMF (see the book Digital Sense) was designed to help organizations small and large drive a customer-centric business model that optimizes both reliability and innovation around your customer experience. Since many businesses have deployed some aspect of agile or lean business model design to their current process…

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Friction is Pain in the Customer Experience

Customer experience today is the fluid dynamic between two bodies in motion: your brand and your customer/prospect. As a brand you likely have invested significant amounts of time, energy, and resources (i.e. money) into a sales process, nurturing program, and engagement strategy to deepen and drive loyalty. In parallel your customer has…

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Customer Experience and Customer Journey Are Not the Same Thing

Customer experience and customer journey are the buzzwords-du jour as the business world (large and small) tackles the task of organization-wide digital transformation. In the last few years, other buzzwords like innovation, agile design, lean thinking, content marketing, and omni-channel marketing have made their way into the vernacular of nearly every entrepreneur…

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