Don’t Do Digital Transformation, Design It

This post first appeared in CMO Australia in late 2017. Thanks to Nadia Cameron for a great interview! Too many organisations are “doing” before “designing” when it comes to digital transformation and customer experience. As a result, they are not going deep enough into insights analysis and cultural change. That’s the view of managing principal of [...]

By | 2018-08-31T07:37:12-05:00 July 29th, 2018|Customer Experience Strategy, Interview|0 Comments

Lessons From Leaders At Brands Where CX Is Working

I'm always curious about what makes leaders of customer experience and transformation projects invest in what's new. Oracle, in its recent "CX FACTOR PROGRAM" has done much of that research for me (and for you). It's in the form of a dozen interviews with company leaders whose brands are excelling at the customer experience. I [...]

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 [...]

The Intersection of Customer Experience, Business & Tech

  Interview with Mike Wittenstein, Founder of Storyminers as seen on the Digital Customer Experience website  Tips from an Expert in design thinking, customer experience and the power of story Is there a difference between customer experience and digital customer experience anymore? Customer Experience used to focus on what happened in the real world and Digital Customer [...]

Emerging Trends In Customer Experience: The Continuing Story

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. We’ve updated it for 2017   Can you tell us how you got into CX and why you find the space so interesting? In 1999, I was working as a thought leader and executive [...]

By | 2017-05-01T20:32:52-05:00 January 12th, 2017|Experience Design, Interview, Trends|0 Comments

Customer Success Comes From Experience Design

This interview with MarketForce EU on Customer Success was conducted in February of 2016 to promote that year's customer experience design conference in London. In this interview transcript about customer success and customer experience design, you’ll find practical info to help you with your own customer experience designs and answers to these questions: What are [...]

By | 2018-08-27T21:10:03-05:00 April 28th, 2016|Experience Design, Interview|Comments Off on Customer Success Comes From Experience Design

{:en}How Frustration–Through Design–Became Market Leadership{:}

{:en}Jeffery Sears, CEO of PIRCH,  interviewed by Mike Wittenstein of Storyminers I went to visit the new Atlanta PIRCH store in Buckhead, near Lenox Square just a few weeks ago and I was blown away by the experience. With 20 years of customer experience under my belt, it takes a lot to impress me. PIRCH [...]

By | 2017-05-01T20:09:11-05:00 July 21st, 2015|Case Studies, Culture + Adoption, CX Design, CX in Retail, Experience Design, Great Experiences, Great Stories, Interview, Story as Strategy, Strategy + Adoption|Comments Off on {:en}How Frustration–Through Design–Became Market Leadership{:}

{: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 | 2017-05-01T20:09:11-05:00 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{:}

Experience Design Works for Customers, Employees and the Business

Something better can happen for the customer, the employee and the business. This is the Triple Bottom Line Design. Build-a-Bear Workshops are a great example of how this works. It also works for B2B experience design. Learn more. Related to: Build-a-Bear White Paper

By | 2017-05-01T20:09:12-05:00 September 6th, 2014|Adaptive Enterprise, Build-A-Bear, CX in Retail, Experience Design, Interview, Story as Strategy, Strategy + Adoption, Videos, White Paper|Comments Off on Experience Design Works for Customers, Employees and the Business

Use Experience Design Two Times for Best Outcome

Innovation keeps brands fresh and fun. Practicality keeps brands from pursuing every idea the comes along. It is important to have the right mix of both. Using Experience Design twice is the way to achieve the right balance. This video offers a little more on Experience Design and how new technology is actually helping brands connect [...]

By | 2017-05-01T20:09:12-05:00 September 4th, 2014|Adaptive Enterprise, CX in Retail, Experience Design, Interview, Story as Strategy, Strategy + Adoption, Videos|Comments Off on Use Experience Design Two Times for Best Outcome
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