Consumer expectations do not diminish according to the size of the organization. We all just want a great experience regardless of the size of the organization attempting to engage us. Whether in a B2C or B2B context, we don’t distinguish between massive enterprises and family-owned firms, nor between temporary sites for a product launch and the polished omnichannel experiences of a world wide… read more >
Mobile, always-on internet access, and social platforms have empowered consumers by making information open, sharable, and ubiquitous. But if the web and other digital channels still consisted exclusively of text and small, grainy photographs — ala 1997 — it’s unimaginable that we would be talking of the imperative for every company and brand to offer compelling, engaging experiences. Rich media… read more >
In order to understand the role of rich media in customer experience, just recall how the web looked in the mid-1990s. Constrained by crude content management systems, expensive storage, and above all, by dial up modems, web sites were dominated by text. Photographs were small, low resolution, and rare — in 1996, even the home page… read more >
June 16-18, 2015. New York, NYC, USA. Event website: Salesforce Connections 2015 read more >
April 2015 – The empowered consumer of today wants more than offers; they want a satisfying experience. Because of this shift in buyer behavior and many other disruptive changes, most organizations are or should be embarking on projects to transform the marketing organization and/or transform the customer’s digital experiences. But in some industries undergoing massive change,… read more >
[In a few hours, Apple will report earnings for the calendar year Q1 (Q2 of their fiscal year 2015). The numbers will not exceed the record-breaking previous holiday quarter, but analysts are predicting solid returns. There are even some signs that Wall Street’s on-going and obstinate blindness to what makes Apple tick (tock) is on the… read more >
In a recent piece on his Asymco blog, Horace Dediu tackles the question of how to predict what category Apple might enter next. (Specifically, whether they will build a car.) However, I think the piece exposes some essential but overlooked elements of customer experience management. It ought to be required reading for anyone involved with… read more >
June 1-3, 2015. Austin, Texas, USA. Scott Liewehr, and Tim Walters lead roundtables, panels, and workshops. Event website: CMO Digital Marketing Leaders Summit read more >
May 27–28, 2015. New York, NY, USA. Event website: ADAM Sync! 2015 read more >
May 12-14, 2015. Dublin, Ireland. Scott Liewehr, Tim Walters, and Cathy McKnight lead roundtables, panels, and workshops. Event website: CMO Summit Europe read more >
