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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The Future of Retail Banking is Disruption

This month I will be joining 2000 marketers and executives from around the country at the Financial Brand Forum 2017 in Las Vegas to discuss Big Ideas and Actionable Insights. Perhaps the biggest idea that bankers must build alignment and innovate around is the quote from Bill Gates that, “Banking is a…

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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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How Great Products Change Our Behaviors

Our culture of convenience certainly wasn’t hatched with the likes of Uber or Amazon alone, but they are great examples of modern-day brands that have completely shifted our behaviors over time. And isn’t that the hallmark of a truly great brand or product? At some point they prompt us to ask, “how…

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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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