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?
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.
“Marketing has been an accelerant. It shows the alignment.” Meredith Verdone, CMO Bank of America
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…
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.
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….
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?
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?
Growth and Customer Centricity / Customer Experience, does this fit together? Where should I focus on, on the customer or the ROI? True is, that things are changing fast and agility is what’s needed to follow this speed.
“Getting ready for digital brand transformation may not be as easy as it sounds. It requires the input and cooperation of everyone throughout your entire company, from the people at the ground floor in your IT team to the top executives.”