How brands should lead through change, during and after coronavirus
Marketers debate how brands can make the crucial adaptations required by the current pandemic, and ensure positive change is maintained afterwards.
The CX ecosystem of the next decade
Brand & Customer Centric – A discrepancy? Are Sales & Marketing still contemporary? What about Corporate Leadership & HR
The brand, the last big bastion. What’s the next evolution after customer experience?
It’s all about the brand at the end of the day. We see very strong brand guidelines within companies, but they crumble. Do they crumble because of the customer?
What counts? What hits?
First of all it’s the mindset! We still build Customer Experience around the Brand and not vice versa. We can’t let go what we have learned for decades.
How Marketing Helps Drive Business Transformation at Bank of America
“Marketing has been an accelerant. It shows the alignment.” Meredith Verdone, CMO Bank of America
Solving for X: The Rise of Experience Innovation
Judith Aquino’s work in customer experience is extensive and her connections in the space are deep. Shortly after the release of X: The Experience When Business Meets Design, Brian Solis caught up with Judith to talk about the rise of experience innovation. She published ou…
How Blending Brand And Culture Can Impact The Customer Experience
In order to create amazing customer experiences, companies need to ensure that they have the appropriate bedrock in place to enable brand and culture to be successfully integrated. In this article, we will discuss the three primary foundations – purpose, promise, and values.
Altimeter’s Top Digital Trends for 2019 – Brian Solis
Each year, the Altimeter analyst team predicts digital trends that will have the biggest impact on businesses. In 2019, my colleagues Charlene Li, Omar Ahktar, Susan Etlinger, along with yours truly, share our take on what we see as most important trends to follow. Digital Transformation, Digital Experience, Brand and Innovation: Brian Solis CIOs Become Cross-Functional Business Partners to Accelerate Enterprise-Wide Digital Transformation The “digital” in digital transformation is no longer just about investing in the latest disruptive technology trends….
It’s all about the X, the experience
We are talking about CX, UX, BX and much more. Some say UX is part of CX and others vice versa. But why? What is the truth? What about BX or EX?
The friction between the customer and the brand
Is it a fight between a brand and the customer? Both have historically different interest and they still exist. Which view do you have? Is it possible to bring both interests together or is the customer so dominant these days that the brand needs to step backward?
