Customer Experience Digest
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Customer Experience: Is It The Chicken or Egg? - Forbes

Customer Experience: Is It The Chicken or Egg? - Forbes | Customer Experience Digest | Scoop.it
Customer Experience is a movement. In many ways it reminds me of the rise of the Quality movement in the 1950s spearheaded by Deming. I just wish people would stop attaching ‘management’ to the end of ‘customer experience’.

Via Mario K. Sakata
Wally Brill's insight:

Really reinforces the argument for Customer Experience.

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The Unforeseen Consequence of Predictive Analytics

The Unforeseen Consequence of Predictive Analytics | Customer Experience Digest | Scoop.it
As predictive models proliferate, so too do consumers' expectations for perfectly tailored experiences.

Via Fred Zimny
Wally Brill's insight:

More ammunition for customer side control of data to hyper-personalize the experience.

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Beyond Design Thinking at DNA

The first prototype of our approaches to move beyond design thinking at DNA. Touching on a number of new tools and techniques as well as theoretical positions …

Via Fred Zimny
Wally Brill's insight:

A really interesting, disruptive view of design

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Raquel Oliveira's curator insight, August 13, 2015 5:39 PM

Que tal um "mergulho" nos bastidores de Design Thinking?

Investigar o Universo Customer Experience & User Experience...

#avancee 

Mike Donahue's curator insight, August 14, 2015 9:57 AM

Great deck that captures the challenges and pitfalls of how design thinking and other methodologies and used by business. Some great quotes in there as well. I found slides 16, 26, 30, 34 and 36 especially provocative and insightful.

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How to Improve Product Development by Integrating Design Thinking with MVP

How to Improve Product Development by Integrating Design Thinking with MVP | Customer Experience Digest | Scoop.it
Modern product development is moving to a design thinking approach, delivering limited feature products to target markets to satisfy immediate customer needs.

Via yannick grenzinger
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PAULA HYNES's curator insight, June 16, 2015 10:49 AM

Customization and user input will drive product design.

Romain MAZUIR's curator insight, June 26, 2015 2:36 AM

How to Improve Product Development by Integrating Design Thinking with MVP #H2MWP

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Malcolm Gladwell on What Really Makes People Disruptive

Malcolm Gladwell on What Really Makes People Disruptive | Customer Experience Digest | Scoop.it
The best-selling author says it's not tech, money, or brainpower. Successful disrupters all tend to have one huge precondition that's far more important.
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What Maslow’s Hierarchy Won’t Tell You About Motivation

What Maslow’s Hierarchy Won’t Tell You About Motivation | Customer Experience Digest | Scoop.it
Leaders need to focus on three basic psychological needs.
Wally Brill's insight:

This is a valuable message to leaders about motivating our teams. I'm fortunate to work for a company where this is part of our DNA but you certainly don't see it everywhere.

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What you can do about the Which? top service irritations (and to calm the nerves of your CEO) | soh

What you can do about the Which? top service irritations (and to calm the nerves of your CEO) | soh | Customer Experience Digest | Scoop.it
Which? has just released the results of its latest service polls and the saints and sinners have been named and shamed in the national media again. Fran gives her views on what should be in every service director
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Multi-Channel Experiences: Why Contact Centres Are Failing

Multi-Channel Experiences: Why Contact Centres Are Failing | Customer Experience Digest | Scoop.it
There is currently much focus on multi-channel experience. Technologists frame the challenge as a move from multi-channel to cross channel. Those in retail talk about the need for omni-channel comp...
Wally Brill's insight:

Customer Service Guru Martin Hill Wilson on channel mix. Some really interesting insights on silos within organizations and how the internal measurement of metrics by channel  affects the customer service. Also a perspective on the longevity of the voice channel. Worth a read!

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Amazon.com vs. Alibaba: Omni-channel Competitor and Collaborator

Amazon.com vs. Alibaba:  Omni-channel Competitor and Collaborator | Customer Experience Digest | Scoop.it
When it comes to e-commerce, Westerners are very familiar with Amazon.com. Alibaba, the Chinese e-commerce giant, is largely unknown. Amazon’s revenues of $74.4 billion dwarf Alibaba’s $8.4 billion. But Alibaba has a different business model.  Unlike Amazon they do not take ownership of inventory, stock it in their distribution centers, and [...]
Wally Brill's insight:

Alibaba's David is looking to take on the global online Goliaths. .

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The Next Era of Conversational Technology

The Next Era of Conversational Technology | Customer Experience Digest | Scoop.it
In 1922, the Elmwood Button Co. commercialized a toy that could respond to voice commands. The toy, called Radio Rex, was a dog made of celluloid that would leap out of its house when you called it...
Wally Brill's insight:

For any of us who want the future now: Roboto Pieraccini's great piece on a new era of social robots.

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To Know Her Is To Love Her: The Truly Personal, Personal Assistant | BCW

To Know Her Is To Love Her: The Truly Personal, Personal Assistant | BCW | Customer Experience Digest | Scoop.it
If you’re interested in where human computer interfaces are going and you haven’t seen Spike Jonze’ latest film, ‘HER’ yet; stop reading this and go to the mo
Wally Brill's insight:

The future of personal assistants may do away with enterprise side IVRs and apps allowing the user to control the interactions through their own interface.

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Boots: using digital and data to create customer loyalty

Boots: using digital and data to create customer loyalty | Customer Experience Digest | Scoop.it
customer loyalty scheme Boots Advantage Card retail digital omni-channel mobile points shopping
Wally Brill's insight:

A smarter use of customer data.

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The internet of things: five new products changing the market now

The internet of things: five new products changing the market now | Customer Experience Digest | Scoop.it
I am subtitling this post, ‘products become services, services become transparent’.
Wally Brill's insight:

The new frontier of making smart use of technology.

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European businesses admit to customer service failings | MyCustomer

European businesses admit to customer service failings | MyCustomer | Customer Experience Digest | Scoop.it
Survey of business leaders highlights need for better customer service

Via Brendan Dykes
Wally Brill's insight:

Shocking in 2014 but true. 

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A Staten Island Mechanic Turns Tailpipes Into Artwork

A Staten Island Mechanic Turns Tailpipes Into Artwork | Customer Experience Digest | Scoop.it
Mufflers may help stifle engine noise, but they amplified Lenny Prince’s creative tendencies and helped him become a sculptor of elaborate figures.
Wally Brill's insight:

SATURDAY SURPRISE:  Beautiful art from car mufflers.  This is really worth a look. 

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Agile Adoption Roadmap: Story Telling with Story Mapping

Agile Adoption Roadmap: Story Telling with Story Mapping | Customer Experience Digest | Scoop.it
Wally Brill's insight:

Really nice overview of the process for story mapping

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Inside The Secret eBay Lab Changing Real-World Shopping

Inside The Secret eBay Lab Changing Real-World Shopping | Customer Experience Digest | Scoop.it
FORBES received an exclusive tour of an eBay lab called the "Bat Cave," where the e-commece company is building hardware to connect customers to real world retailers.
Wally Brill's insight:

Retail opportunities come into focus for online and brick and mortar as the channels merge and new technologies appear, Bring on the seamless omni-channel experience.

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Retail’s Big Play: The Connected Consumer

Retail’s Big Play: The Connected Consumer | Customer Experience Digest | Scoop.it
I see the future of commerce unfolding every day.This past week, an eBay customer bought a 2012 Bugatti Veyron supercar for $1.9 million from an iPhone. Another customer bought a 2014 Lamborghini Aventador for $489,500, also on a smartphone. A Rolex watch was bought on an iPad, most likely while the customer was browsing on a couch in the evening – a time when we see shopping from tablets spike.This type of mobile commerce was unimaginable just a few short years ago. We are in the era of connect
Wally Brill's insight:

As the entire world connects, the mobile shopping experience truly merges with brick and mortar. Channels become transparent and seamless and the store is everywhere. (Thanks Drew Weimer for passing this along.)

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Why And How Brands Must Go Omni-Channel in 2014

Why And How Brands Must Go Omni-Channel in 2014 | Customer Experience Digest | Scoop.it
You visit your favorite retailer’s website. Upon your arrival, the site drops cookies on your browser. Next thing you know, you’re seeing a television ad promoting deals available via the retailer’s mobile app. And before you know it, you are accessing information on your mobile device and then visiting the brick-and-mortar store. As you browse […]
Wally Brill's insight:

Interesting piece about the blurring of the lines between on and off-line.

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The Generation Raised on Touchscreens Will Forever Alter Tech Design | Design | WIRED

The Generation Raised on Touchscreens Will Forever Alter Tech Design | Design | WIRED | Customer Experience Digest | Scoop.it
Children growing up these days see screens from the moment they are born and are drawn to them like moths to a light. This changes how we must design to fit their needs.
Wally Brill's insight:

The future is now. Time to rethink the very basics of B to C service and communication.

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What is OmniChannel? Defining omnichannel and the customer experience | Omnichannel.me

What is Omnichannel? Similar to and an evolution of, multi-channel retailing, but is concentrated more on a seamless approach to the consumer experience.
Wally Brill's insight:

An often used but seldom understood term. Really good insights into social, customer empowerment in commerce.

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Why voice is the next big internet wave

Why voice is the next big internet wave | Customer Experience Digest | Scoop.it
We’re about to see a major shift in voice technology. Think wearables, encryption, Facebook-like streams and customized acoustic profiles.
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This Cambridge Researcher Just Embarrassed Siri

This Cambridge Researcher Just Embarrassed Siri | Customer Experience Digest | Scoop.it
A new spoken dialogue system called VocalIQ could revolutionize computers' understanding of human speech.
Wally Brill's insight:

This could be the beginning of a great friendship. We've been waiting for a personal assistant that can really be part of our lives in a constructive way. The days of enterprise-side CS are numbered in any event. The future must be an assistant that can talk to the companies I do business with rather than forcing me to use their IVR's and omni-channel interfaces. In the next gen (or the one after) I'll just ask my personal assistant to go pay my bill or order something or book tickets etc. and it'll do it without the need for me to contact the enterprise at all.

I want the future NOW!

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Brendan Dykes's curator insight, April 14, 2014 10:41 AM

The future of customer service?  You ask your 'virtual personal assistant' to sort out your day to day issues like paying the gas bill or fixing your freezer... thanks @Wally Brillfor this view of the future...

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The Future of Branding Is User Experience

The Future of Branding Is User Experience | Customer Experience Digest | Scoop.it
It has to be smart, beautiful and work perfectly. The blend of strategy, design and development, applied to all facets of a brand’s offerings.

Via Jesús Hernández
Wally Brill's insight:

It's impossible to feel loyalty or 'love' a brand that doesn't provide a seamless experience when you interact with it.

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Infographic: 40% of Consumers Will Purchase Anything from Amazon, and other Walker Sands’ Future of Retail Study Findings | Marketing Blog: FootPrints

Infographic: 40% of Consumers Will Purchase Anything from Amazon, and other Walker Sands’ Future of Retail Study Findings | Marketing Blog: FootPrints | Customer Experience Digest | Scoop.it
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