The Macquarium Blog

Beacon Adoption? The Best Is Yet to Come!

Posted by carlos.pimenta on Feb 12, 2015 6:30:30 PM

Since its launch, the beacon technology has garnered considerable market interest. Curious minds across many industry segments have been asking themselves...

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Topics: Digital Products, Emerging Technology, Customer Experience, Innovation

Are Your Customers on Your Team?

Posted by chris.rampley on Feb 6, 2015 5:11:39 PM

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”.

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Topics: Business, Customer Experience

Designing for People: User Experience, Service Design, and the NEW Customer Experience

Posted by steve.perry on Jan 30, 2015 5:48:15 PM

The Trend in Needing Design Capabilities

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Topics: User Experience, Service Design, Customer Experience, Research & Insights

New Year, New Experience Strategy

Posted by sharon.carter on Jan 23, 2015 1:55:55 PM

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.

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Topics: User Experience, Digital Products

5 Ways the Future of Retail is Already Here

Posted by steve.perry on Dec 17, 2014 1:33:12 PM

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.

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Topics: Service Design, Emerging Technology, Customer Experience, Innovation

Untangling Innovation Nots

Posted by Julie Hadden on Dec 12, 2014 1:26:42 PM

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.

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Topics: Innovation

Banking Unusual

Posted by carlos.pimenta on Dec 5, 2014 6:29:12 PM

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.

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Topics: Marketing Technology, Service Design, Emerging Technology, Customer Experience, Innovation

What Do Hotels & Websites Have In Common?

Posted by sharon.carter on Dec 5, 2014 1:29:04 PM

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.

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Topics: User Experience, Digital Products, Customer Experience

Why Customers Love Stories

Posted by justin.reilly on Nov 25, 2014 9:28:37 PM

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.

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Topics: Digital Marketing, Customer Experience

The Blurring Lines of CX and UX

Posted by steve.perry on Nov 14, 2014 6:06:25 PM

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.

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Topics: Service Design, Customer Experience, Research & Insights