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SnapChat Changes Name and Focus; Snap, Inc. Now a Digital Lifestyle Company
SnapChat officially changed its name to Snap, Inc. as the company restyles itself from a one-[major] hit app company into a digital lifestyle brand. To mark the occasion, Snap, Inc. introduced...
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Digital Transformation is Still Largely Technology-First, People-Second
Digital transformation has officially become a ubiquitous term that describes any company’s investment in digital infrastructure regardless of ultimate vision and intention. But, unless digital...
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WTF (What’s the Future) of AI, Autonomous Driving, Brand and Experiences
I’ve been a big fan of John Biggs for a long time now. He’s the East Coast Editor for TechCrunch. John is also a fellow geek, global speaker and prolific writer on emerging tech and also fiction and...
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Connected Customer Experiences Are at the Heart of Digital Transformation
The word “digital” can be misleading. Digital transformation is about how people and their behaviors, expectations, and preferences are changing. Customer experience (CX) is one of the most important...
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Innovation is a gift worth getting: Competing for the future starts with...
Every day when you get to the office, there is a surmountable volume of work that greets. The list is usually pretty long, with calls to return, to do items stacked up, emails overflowing, meetings,...
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Does your brand have an experience style guide?
X has opened the doors to new countries and experiences and for that, I am truly grateful. Recently, I had the opportunity to visit Singapore and also Hong Kong. I already want to go back. While in...
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Innovation in Customer Experience Starts with a Shift in Perspective
While traveling Europe this year, I met Silvia Hänig who was writing a story for Haufe.de about customer experience. She followed up our initial conversation with the questions below. Instead of...
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Human-Centered CX: Uniting Stakeholders Across the Enterprise to Deliver a...
Customer experience is said to be a top business priority for most companies around the world. Many experts agree that investing in CX establishes a competitive advantage against companies that...
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Dial M for M-Commerce: Why Now’s the Time to Swipe Right for Mobile Revenue
I’ve said it before and I’ll say it again, mobile is the first screen, not the second screen. Design and invest accordingly. Tell me if you’ve heard (or experienced) this one before… You’re in the...
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I Answer Your Questions About the State of Digital Transformation
Where are companies at in their digital transformation efforts? This was the question I set out to answer in, “The 2014 State of Digital Transformation” report. After two years, it was time to...
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E-Commerce and Apps Pave the Way To The Future of Retail: Inside Amazon Go, A...
We’re a company of builders. Of pioneers. It’s our job to make bold bets, and we get our energy from inventing on behalf of customers. Here are just some of the innovations pioneered by Amazon, and...
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Conventional Beliefs and Counterintuitive Realities Driving Digital...
It was the day after the U.S. election. I arrived in Copenhagen. I was tired. It near the end of a two week trip that took me to Munich, Amsterdam, Beirut, and London. But, I was also excited to...
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What CMOs Must Get Right In 2017 To Succeed as an ‘Experience Business’
Like clockwork, every December, experts voice their predictions and advice to guide us in the coming year. Sometimes I offer my thoughts. Mostly, I spend my time curating emerging and disruptive...
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Self-Driving Cars Drive Closer To Reality and Uber Is or Isn’t Behind the Wheel
I spent the day at Mercedes Benz Research and Development North America (MBRDNA) in Sunnyvale, California getting a full briefing on the state of the company’s EV, machine learning/AI and autonomous...
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Google’s Autonomous Driving Group Spins Out as Waymo; Becomes the Android of...
This week, Google surprised the technology and automotive industries by announcing that it would spin-out its self-driving vehicle group as a formal business unit under the Alphabet umbrella. What...
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Wynn Las Vegas Hires Digital Butlers, Places Amazon Echo in 4,748 Guest Rooms
Many hotels offer USAToday for guests. Now guests at the Wynn Las Vegas will simply say, “Alexa, read today’s USAToday headlines.” I believe the future of any brand is directly tied to the experiences...
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Top 10 Retail Banking Trends and Predictions for 2017
Every year, my good friend Jim Marous organizes a “top trends and predictions in retail banking” for the annual Digital Banking Report. I do my best to support his efforts as its an important topic...
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Level Up: An Introduction to the 5 Different Levels of Self-Driving Cars
With all of the talk about self-driving cars, you’d think that they were already on our streets. Well, technically in some states such as California, Nevada and Pennsylvania, automakers and technology...
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It’s Time to Change How Companies Perceive Customer Experience (CX) – Part 1
Last year, I spent time with Mark Johnson, CEO and CMO of Loyalty360, to discuss all things Customer Experience (CX). The conversation was so rich, it resulted into a two-part series exclusively for...
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Customer Experience Starts with Understanding Customer Experiences and Then...
The following discussion represents Part 2 of my conversation with Loyalty360 CEO and CMO Mark Johnson. In this last part of the series, Change Starts with You Altimeter Group’s Principal Analyst...
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