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WTF: What’s The Future of Travel and Hospitality?
We live in an era of digital Darwinism as technology and its impact on consumers continue to rapidly evolve. The question is, where do we fall in the evolution and how does this transformation impact...
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How Digital Disruption is Changing Customer Experience
Oracle invited me to present at its Modern Customer Experience event in London. That was one of the most memorable speaking experiences I’ve had to date. Have you ever been to a silent disco aka...
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Las seis etapas de la transformación digital
For all of my Spanish speaking friends, my Prophet colleague Joseph Gelman and I have published an in-depth article based on my research-based maturity framework, “The Six Stages of Digital...
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The Next Round of Modern Commerce Disruption
The evolution of modern commerce is underway. Every day, we are introduced to new, niche players that introduce new personalized product and business models. At the same time, traditional retailers...
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To innovate or advance digital transformation, look outside your industry
My good friend and journalist Dan Tynan wrote two exceptional pieces on digital transformation in Adweek, “5 Steps for Digitally Transforming Your Marketing to Be More Responsive to Customer Needs”...
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How to Transform Digital Customer Experiences for the Connected Customer
Digital transformation is only becoming more prominent in driving business modernization. Yet today, it is rarely designed, led and managed as one, sweeping, coordinated effort across the enterprise....
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Brands of the Future: The Critical Relationship Between BX, CX, UX and UX
Businesses are doubling down on customer experience and rightfully so. The customer has never been more connected, informed and empowered. Any brand hoping to survive and thrive in an era of digital...
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AI, Chatbots and Designing the Next Generation of Automated Customer Engagement
No matter how much sweetness or spin you add to it, early incarnations of AI-powered chatbots are the call centers of this generation. They’re cool. They’re scalable. They’re relatively inexpensive...
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Silicon Valley Uncovered: The evolution of tech, media and its impact on society
In 2010, my dear friend Hermoine Way invited me as the first-ever guest on her then new show, “Silicon Valley Uncovered” for TheNextWeb. It aired on January 18th, 2011. I share this with you because...
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The Importance of Experience Design and the Future of Brand
Customers today are accidental narcissists. Tomorrow is an entirely new game brands, CX strategists and marketers. Disruption is a gift either given to you or by you. Knowing this, we are still making...
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Here’s to the past, but now it’s time to learn and unlearn toward the future
How we measure future success is based on yesterday’s understanding of what success meant. It was a different time. The experiences that many deliver today are based on standards of the past and what...
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The New Experts: How Robotics, AI and Automation Are Shaping the Future of...
Sophia, the AI-powered robot who was infamously granted citizenship by Saudi Arabia recently beat me out for two keynote speaking opportunities. True story. This is how I opened my presentation at...
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The Future of Brand is Experienced and Shared
That one time I was in Genève… What a wonderful way to start any sentence. Shortly after X: The Experience When Business Meets Design launched, I was invited by my good friend Arnaud Grobet to visit...
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If you had one hour with Mark Zuckerberg, what would you ask? Here’s what I...
onstine In the wake of Cambridge Analytica, data misappropriation, #deletefacebook, calls for regulation and pending testimony to U.S. Congress, Facebook announced a series of initiatives to restrict...
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For Decades, Technology Scaled Businesses Away from People; It’s Time To...
For decades, businesses used technology to distance themselves from customers. Systems and processes helped companes automate, grow and scale transactions and service. Moving forward, we have to...
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Customer Experience For The Win #FTW
I had the opportunity to keynote UNITE by Satmetrix recently on the topic of experience design for modern customers. Leading up to the event, I joined the team on a podcast to discuss the topic...
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In Pursuit of Relevance
Welcome to irrelevance population: most of management by @gapingvoid and @briansolis What does it mean to be relevant today? We live and work in an era of digital Darwinism, where technology and...
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The Rise of Cryptocurrency and Blockchain Evangelists
Have you noticed the shift in focus of the evolving digital expert? We have… The Gapingvoid team and I have collaborated on many projects over the last decade. Our work has focused on prodding...
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Experience Innovation – Designing for the X Factor in Customer Experience
Coming up in Silicon Valley during the 90s and early 2000s was special for a geek like me. I moved to Northern California from LA in 1996. Tech and startups were at the time fledgling in Los Angeles...
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Customer Experience, Where It is Now, and Where It Will Go Next
Leo Bertelli was gracious enough to invite me for an interview on the state and future of CX. The conversation was so engrossing that I wanted to share it with you here. I hope it helps you! What do...
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