My Nimble experience just keeps getting better

Last year, I wrote an article about new ways to work. It was based on an interview with founder, Jon Ferrara. Both articles tie how Nimble, a new social selling platform, improves the lives of professional service providers. Today, Nimble just made my life easier (again) with the release of a new dashboard that saves me [...]

How Nimble Makes You More Agile

Jon Ferrara co-founded the pre-Facebook, pre-Internet, pre-LinkedIn CRM system called GoldMine. His motivation was to connect people at a more personal level—to let them build relationships that build real value. That’s still his mission at his newer company, Nimble. Their product is what many call the “world’s first social CRM.” More than a CRM, Nimble [...]

Amazon introduces Just Walk Out technology in its new no-checkout-required retail concept

Amazon has formally introduced its new Amazon GO retail concept on the West Coast. Basically, you can shop without lines and without going through checkout. A combination of technologies (they say, the same ones used in self driving cars) are used to notice what you pick up and what you put in your cart or [...]

Excuses for Not Building Adaptive Enterprises Fading Fast

We’ve been doing business the same way for so many decades; it’s hard to imagine other ways to achieve success. Work hard, make big profits, and always get better at what you do. These are the mantras we’ve all heard – and still share. Conversations about reimagining business quickly point toward automation as the way [...]

By | 2017-05-01T20:09:09-04:00 November 30th, 2016|Adaptive Enterprise, CX Tech, Strategy + Adoption, Tips, Trends|1 Comment

The 'Always On' Enterprise

For well over 100 years, businesses leaders have made decisions based on what is right for the business. Business profitability first. Everything else second. Why not buy cheap chairs for the restaurant? Why not focus on the efficiency of the call center instead of delivering better customer outcomes? Much of this thinking comes from entrenched [...]

Key Retail Influencers Talk Mobile

[Originally published on APADMI Apr 20, 2016 - Advice & Guides, Blog as:] Integration of Mobile into Retailers Business Model Roundtable Apadmi have recently produced a whitepaper exploring the integration of mobile into a retailer’s business model and the benefits it can bring. Nick Black, CEO of Apadmi, was quoted recently in Forbes as saying: [...]

By | 2018-06-25T06:07:19-04:00 May 16th, 2016|CX in Retail, CX Tech, Q&A, Strategy + Adoption|Comments Off on Key Retail Influencers Talk Mobile

Sometimes, It’s the Little Things That Make the Biggest Difference

Starbucks wasn’t the first place to let customers buy something on-line and pick it up in-store. However, they’ve done a good job of integrating the new service into their operations. The details have been engineered into an amazingly simple experience that makes it easy on customers—and easy on the baristas. This kind of technology horsepower [...]

By | 2017-05-01T20:09:11-04:00 July 7th, 2015|CX in Retail, CX Tech, Experience Design, Great Experiences, Reviews|Comments Off on Sometimes, It’s the Little Things That Make the Biggest Difference

{:en}Interview: Why Marketing Should be the Orchestrator of Customer Experience Design{:}

{:en} photo credit to Igor Bulgarin /   Managing principal at StoryMiners and experience design expert, Mike Wittenstein, shares his views on how marketing can take the lead on transformational change: Marketing leaders are perfectly positioned to orchestrate their company’s customer experience-led future, but must put more emphasis on internal communications and designing a framework [...]

By | 2017-05-01T20:09:11-04:00 June 15th, 2015|CX Results, CX Tech, Interview, Strategy + Adoption, Trends|Comments Off on {:en}Interview: Why Marketing Should be the Orchestrator of Customer Experience Design{:}

Magic Mirror Connects With Consumer

Ebay’s new retail store has a Magic Mirror that truly connects with consumers. This Magic Mirror effort with the until now on-line only Rebecca Minkoff store, didn’t just make me turn my head, it made me look twice. The new flagship store is located in New York City. It sports what the press [...]

By | 2018-08-27T21:25:15-04:00 June 2nd, 2015|CX Tech, Reviews|Comments Off on Magic Mirror Connects With Consumer

Intelligent Experiences: Where CX Meets Tech

From the 1970s through the 1990s, customers' experiences evolved quickly with the introduction of technology like ATMs, CRM systems,touchscreen kiosks, and interactive voice response systems. Companies were the early adopters. They used the then-new tech to operate more efficiently and profitably—mostly by shifting work from a company’s payroll to its customers’ shoulders. The corporate approach [...]

By | 2017-05-01T20:09:11-04:00 January 26th, 2015|CX Design, CX Results, CX Tech, Experience Design, Human Prototyping, Reflections, Speaking + Workshops, Story as Strategy, Strategy + Adoption|Comments Off on Intelligent Experiences: Where CX Meets Tech
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