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Social Media Accounts for 18% of Information Search Market
Source: Shutterstock As consumers, I think you’ll agree, prior to making any decision purchase, most of the time, our journey begins with a combination of online search and real world conversations...
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Discovery Communications Discovers the Meaning of Like
The future of TV is much more than social, it’s a multi-screen experience that takes design. Often, producers, broadcast and movie marketers and brands alike underestimate the role social media plays...
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L.L. Bean: The importance of relationships in CRM and social in CSR
This is a story about the bond between a brand and a customer and the importance of relationships to do good things together… Guest post by Steven Gadecki, Director of Digital Marketing at SONY...
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Change happens to you and because of you
I’ve come to learn that having opinions, insights, and standing for something is as taxing as it is rewarding. Like you, I am inspired by what surrounds me, by history and by the possibilities that...
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A New Era for Search: The Zero Moment of Truth is Now Defined by Shared...
This is the story of when ZMOT met UMOT… Search is a natural step in the discovery process. In a web world, search engines offer a lens into a qualified and structured view to help online consumers...
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Experience Happens: Design What You Want People to Feel
“Experience” is one of those words that is both aspirational while also meaning something uniquely different to each person who uses the word. No matter who you define it, the important thing to...
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X Marks the Spot Where the Medium is the Message
Several years ago, I embarked on a crazy journey to reinvent the book to make it a physical metaphor for the purpose of the book. I had no other choice. It was a book about designing meaningful and...
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It’s Time to Bring Digital Literacy to the C-Suite: An Interview with Paul...
I think the next big thing following massive innovation on the CX front is EX…employee experience. But, to do so requires a level of inward empathy not usually found roaming the halls of the C-Suite....
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Why your website (and CX) suck and how to better engage digitally-savvy...
I recently had an opportunity to speak with Juliet Stott of Content Magazine about the impact digital has had on marketing, how customer experiences can help marketers differentiate their brands, and...
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A Real-Time Conversation About AI and the Future of Work
I recently had one of the most fast-paced, fun and provocative conversations I had in a while. It wasn’t something that happened in IRL. Instead, this real-time conversation took place on Twitter....
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Is Retail Dying or is it Time for a Renaissance?
Guest post from Michel Lewis (@BizMike), founder of RoomSignal and long-time friend of Brian. Retail is dead. Heard that phrase before? For the last decade we have watched as digital companies like...
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Destination CRM: UX Can Make Your Business Disruption-Proof
Brian Solis, Destination CRM User experience design is now a C-level imperative, whether executives get it or not. Companies in almost every industry are holding on to their past. They’re grasping to...
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Digital Transformation Must Lead to Business Transformation: An Interview...
Who owns digital transformation within your organization? Is it the C-Suite, marketing, IT, HR? It’s now essential for all stakeholders – no matter their level or role – to become acquainted in the...
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Deepening Customer Relationships with Contextual Content
Guest post by Rebecca Lieb and Jaimy Szymanski, Content: The Atomic Particle of Marketing In the “phygital” world that marries our physical and digital presences, content is ubiquitous. Only by...
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Digital Transformation – Rewriting the Rules of Business
We live in an era of digital Darwinism. As customer expectations evolve and move toward personalized experiences and beyond transactions, companies in every industry must focus digital transformation...
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The CX Imperative and The Role You Play in Making Business Personal
i Every now and then, I am asked to write the foreword for a great book. And, every now and then, I say yes. The deal is always the same. Once the book is released, I ask that I’m able to publish the...
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Insights on the Future of the Internet of Things (IoT)
I once referred to the consumer-facing Internet of Things (IoT) as the Internet of Sh!t. My point was that the entire ecosystem of IoT devices was created through technology-centered devices that were...
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Brand Innovation and Customer Experience Design: An Interview with Comcast’s...
The potential for breakthrough innovation is at its greatest when there’s purpose. And in an age of disruptive technology, humanity is becoming a killer app. Often in my research on digital...
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It’s not the End of Retail, It’s the End of Retail As We Know It
Retail, like every industry, faces digital Darwinism as technology and markets evolve and disrupt. This isn’t new. But what is clear, executives are not prioritizing bold strategies and investments...
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Breaking the Digital Fourth Wall Through Experiential Storytelling
The fourth wall is the space that separates a performer or performance from an audience. A character, actor, author or storyteller “breaks the fourth wall” when they address the audience directly. As...
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