Since its launch, the beacon technology has garnered considerable market interest. Curious minds across many industry segments have been asking themselves...
BusinessDictionary.com defines a team as “a group of people with a full set of complementary skills required to complete a task, job, or project”.
The Trend in Needing Design Capabilities
Developing an experience strategy can seem daunting, but if you look at it as a set of coordinated, planned actions/tactics, which will take you along a journey to reach a desired future state over an established period of time, then it seems a bit more manageable. Breaking that down into bite-sized chunks, let’s start with the set of coordinated, planned actions.
Frustrated with your current retail customer experience? Don’t worry. It’s changing rapidly, and as consumers, we have a lot to look forward to.
The problem with innovation, of course, is that there are rarely rules to guide it. Having a toolbox of tricks to help with the process is critical. Over the next few posts, let’s look at some favorite concepts for thwarting innovation blockers.
Business As Usual Has Been Disrupted
Time and again, customers embrace brands that go beyond selling products and services to providing meaningful utility in their lives. Consider the disruptive offerings by companies like Uber, who transformed a functional task into an effortlessly enjoyable one, changing consumer behavior seemingly overnight. Every day, we read about more companies like Uber, who are upending traditionally well-ensconced business models—not by inventing the new, but by re-imagining the customer experience for a particular market segment, applying the many possibilities of emerging technology to significantly improve the value that the experience provides.
I recently spoke at a global hotel conference about connecting physical and digital experiences for users. My colleague, Justin Reilly, started off our presentation with great information on how storytelling affects the human brain. To tie into this great introduction, I asked my audience to imagine their website as a virtual hotel. I then began to paint a picture of the parallels between the two.
Every time I stand in front of a group of people to give a talk, I’m overcome with three distinct thoughts: 1) They have no idea what I’m about to say. 2) Find the person in the room who loves your talk the most. 3) And find the person who hates it.
I hear a lot of talk these days about UX (user experience) being a subset of CX (customer experience), because UX is traditionally only about creating digital products. Or I hear from the other side that UX means everything, and encompasses CX. But as the physical and digital worlds continue to merge in an ever more blended fashion, so too must UX and CX.