Customer Experience Innovation
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Customer Experience Innovation
A study of the innovative ways brands engage with their customers--and vice versa
Curated by Vince Cavasin
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Goodbye Ugly Forums! Moot Is A Flexible And Modern Platform For Online Discussion (And It’s Free) | TechCrunch

Goodbye Ugly Forums! Moot Is A Flexible And Modern Platform For Online Discussion (And It’s Free)  | TechCrunch | Customer Experience Innovation | Scoop.it
Moot, a startup offering a new take on commenting and forums, is launching today after three and a half years of development with the goal of bringing these key pieces to Internet discussion into the modern era.
Vince Cavasin's insight:

Innovation through simplification. I wish these guys success.

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IT firms sharpen focus on enterprise solutions for mobile devices

IT firms sharpen focus on enterprise solutions for mobile devices | Customer Experience Innovation | Scoop.it
The biggest driver of worldwide IT spending in 2013 will be the smart mobile devices category, says a report
Vince Cavasin's insight:

Great to see Indian firms playing so prominently in this critical space...since Indian and other emerging economies will likely drive much of its growth and innovation for the foreseeable future.

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Is This The Coolest Storefront Ever?

Is This The Coolest Storefront Ever? | Customer Experience Innovation | Scoop.it
Shipping containers are kind of miraculous things, when you stop to think about it.
Vince Cavasin's insight:

One of my favorite brands + fashion innovators opens a physical store that conveys its aesthetic perfectly--and is just freakin' cool!

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Google's Coming For You, Amazon

Google's Coming For You, Amazon | Customer Experience Innovation | Scoop.it
SAN FRANCISCO (Reuters) - Google Inc launched a same-day delivery service in the San Francisco Bay Area on Thursday as the world's largest Internet search company works with retailers such as Target Corp to compete more with e-commerce leader...
Vince Cavasin's insight:

The thing to notice here is not that there's going to be another same-day, local-retailer-integrated online shopping service. Or that multi-channel-er-cross-channel-um-omni-channel is getting yet closer to the buyer. No, the thing to watch here is that the most successful data aggregation and analytics company in history now has another data feed bringing in a whole new dimension of data. The thing to watch will be what happens--to their competition, and to the way we experience our world--when they start running that data through their algorithms.

 

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Google aims to replace passwords with ID ring - Telegraph

Google aims to replace passwords with ID ring - Telegraph | Customer Experience Innovation | Scoop.it
The struggle to remember several long and increasingly complicated passwords simply to carry out everyday web tasks could soon become a thing of the past, if Google gets its way and introduces a ring that can confirm your identity online.
Vince Cavasin's insight:

we certainly need to do something to replace passwords from a security perspective; see also http://www.wired.com/gadgetlab/2012/11/ff-mat-honan-password-hacker/. They also don't provide a great customer experience.

 

I'm not entirely sold that a piece of hardware you can easily lose is an improvement--there will minimally always have to be a  "know" component in addition to a "have" component, but as long as there's a backdoor in case you lose the "have" component, the system will not be secure. I'm thinking the only mechanism that's going to solve all the problems is going to end up being some sort of biometrics.

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Infosys - Accor Selects Infosys CommerceEdge™ To Drive Social Shopping Via Facebook | Press Releases | Newsroom

Infosys - Accor Selects Infosys CommerceEdge™ To Drive Social Shopping Via Facebook | Press Releases | Newsroom | Customer Experience Innovation | Scoop.it
Vince Cavasin's insight:

For your friday night reading pleasure. or saturday as the case may be. this is a sister platform to BrandEdge.

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Infosys Flypp Digital Experience Platform

Infosys Flypp Digital Experience Platform | Customer Experience Innovation | Scoop.it
Ovum, the global analyst firm, recognized Flypp™ as a well-developed ecosystem of services, large repository of apps (comparable to Google Play and the App Store) and monetization processes
Vince Cavasin's insight:

Flypp is one of Infosys' coolest solutions and way more than the turn-key app store it's often billed as, providing seamless multi-screen experiences that go beyond the standard phone and tablet interfaces. You can download the full Ovum report from this infy page.

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The Friendster Autopsy: How a Social Network Dies | Wired Enterprise | Wired.com

The Friendster Autopsy: How a Social Network Dies | Wired Enterprise | Wired.com | Customer Experience Innovation | Scoop.it
What kills a social network? A group of internet archeologists have picked over the digital bones of Friendster — the pioneering social networking site that drowned in Facebook’s wake — and we now have a clearer picture of its epic collapse.
Vince Cavasin's insight:

I've long been a student of Metcalfe (http://en.wikipedia.org/wiki/Metcalfe%27s_law) and Reid (http://en.wikipedia.org/wiki/Reed%27s_law) when it comes to the formation and value of networks, but this is an interesting look at how and why they fall apart.

 

Great lessons here for anyone who strives to leverage social networks to build an experience, spread a message, and/or interact with customers.

 

Note to self: must read the full paper at http://arxiv.org/abs/1302.6109.

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Infosys - Business Journal | Business & Management Consulting

Infosys - Business Journal | Business & Management Consulting | Customer Experience Innovation | Scoop.it
Infosys Business Journals on business challenges and opportunities faced by clients today and how imagination, creativity and freedom of exploration can transform businesses.
Vince Cavasin's insight:

Did I mention we put out a little publication late last year? Check it out! Lots of great customer experience and digital marketing content!

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senseforth - stop searching, start sensing

senseforth - stop searching, start sensing | Customer Experience Innovation | Scoop.it
Go beyond search and get meaningful insights. Senseforth uses advanced text mining algorithms to help you skip research and make decisions quickly.
Vince Cavasin's insight:

Ever been overwhelmed by the  modern day necessity to wade through a zillion reviews before you buy something? This site could radically change all that. it's beta and limited in what it covers now but take a look and you can see where they could take this...it could make the online buying experience an order of magnitude quicker and simpler (at least for OCD review-scourers like moi).

 

it's from the geniuses at moonraft innovation labs (http://moonraft.com/), an India-based experience engineering firm I bet you'll be hearing more about in the near future.

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Nike CEO Mark Parker On His Company's Digital Future: Body-Controlled Music, Color-Coded Heart Rates

Nike CEO Mark Parker On His Company's Digital Future: Body-Controlled Music, Color-Coded Heart Rates | Customer Experience Innovation | Scoop.it
When Nike CEO Mark Parker is about to reveal something ahead of the company's plan, his PR teams will try to stop him.
Vince Cavasin's insight:

Might Nike become the new Apple? I think Parker is a genius and a rare leader who can both envision and execute. He even got Steve Jobs to wear Nikes (for the Nike+ ipod release). He clearly gets the potential of digital technologies to change the way we live--and where his company is best positioned to be a part of that. Can't wait to see where he takes these ideas.

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Most Innovative Companies 2013

Most Innovative Companies 2013 | Customer Experience Innovation | Scoop.it
Stories tagged with Most Innovative Companies 2013
Vince Cavasin's insight:

Nike...check. Square...check. Fab...check. Amazon, Google, Target, Samsung, Tencent...check, chchcheck.

 

Sodastream? I was going to disagree but upon reflection, i guess i have to say that productizing the simplest mechanism in the world that no one ever thought of and selling reusable pop bottles for $15 each is pretty damn innovative, in a "i can't believe i didn't think of that" sort of way.

 

i am kind of surprised their gross margins are only 55%, what with the $80 plastic machines, $30 CO2 cannisters containing $.30 worth of CO2, and aforementioned $15 plastic pop bottles.

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Less Potent Maker's Mark Not Going Down Smoothly In Kentucky : NPR

Less Potent Maker's Mark Not Going Down Smoothly In Kentucky : NPR | Customer Experience Innovation | Scoop.it
The distillery says it must lower its bourbon's alcohol content to meet demand. The company says consumers won't notice the change, but in bourbon country, Maker's Mark fans aren't too happy about the plan.
Vince Cavasin's insight:

Maybe i should start a new topic: UNnovation.

 

This has got to be the marketing blunder of the year so far. Talk about brand dilution...literally and figuratively. So sad.

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AMD builds a game console monopoly

AMD builds a game console monopoly | Customer Experience Innovation | Scoop.it
AMD has quietly gained control of the game consoles currently shipping (with the exception of the PS3), and the company recently confirmed it will be providing the core technology for Sony's ...
Vince Cavasin's insight:

Interesting from a customer experience perspective and maybe a bit counter-intuitive vs what we would expect from an effective monopoly. If Rob is right and i think he is, AMD's monopoly on game console cores will provide for more freqent console upgrades and more consistent experiences across platforms.

 

So we should see things converge, stabilize, and improve over the next few years...until the next huge computing paradigm shift comes along and blows all this semiconductor based nonsense completely out of the water. :^)

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The Power Of Metaphors In Pitching New Ideas

The Power Of Metaphors In Pitching New Ideas | Customer Experience Innovation | Scoop.it
I’m hovering over the Arizona desert, on my way to Los Angeles, so it’s appropriate that I’m thinking about movie pitches: a writer at the edge of his seat, passionately gesturing hands in the air, trying to convince a producer to put money behind...
Vince Cavasin's insight:

Worthwhile mainly for the links it contains.

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Case study: Diageo’s connected whiskies | Archive | Marketing Week

Case study: Diageo’s connected whiskies | Archive | Marketing Week | Customer Experience Innovation | Scoop.it
Diageo launched a campaign in Brazil in August 2012 that saw the drinks company bring three of its whisky brands into the digital world.
Vince Cavasin's insight:

Very cool technology to connect the atom channel to the bit channel for rich and highly personalized marketing.

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AMD announces availability of its Elite A-Series APUs for notebook PCs | PCWorld

AMD announces availability of its Elite A-Series APUs for notebook PCs | PCWorld | Customer Experience Innovation | Scoop.it
AMD today announced the availability of its AMD Elite A-Series Accelerated Processing Units (APUs), codenamed “Richland.”
Vince Cavasin's insight:

Speaking of biometric login...AMD is starting to embed a form of it in an APU! not sure how secure face or gesture login is vs. retina or fingerprint based authentication, but this could be an interesting alternative to those and to the aforementioned google chip/ring. Pretty interesting, as an ex-hardware guy, that they decided to put this on a chip. Also think of the possibilities...with gesture recognition you could conceavably log in by doing a little dance.

 

Let's hope this does something for AMD's market position which has been taking a beating lately. and their stock price, which i believe is at or near a 5 year low...

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Walmart's 'Scan & Go' iPhone app: The future of shopping?

Walmart's 'Scan & Go' iPhone app: The future of shopping? | Customer Experience Innovation | Scoop.it
The discount shopping giant experiments with letting customers use smartphones to speed through the checkout process. Will it work?
Vince Cavasin's insight:

I hear they are also working on an app that forces parents to control their screaming, isle-wrecking little kids. No just kidding.

 

As I've said before, connected devices are the Next Revolution, or at least a big part of it. But beyond the obvious logic of payment-enabling this app, there are tons of add-on options here that span a broad range of complexity (and may not all be right for Walmart specifically):

- help locating an item inside the store

- checking stock levels in or out of the store

- finding where you can get it if it's out of stock in the store

- entering a shopping list online and having the phone app route you through the store to pick the items up (obviously this is only relevant for items you need to touch to buy--other stuff could simply be delivered or scheduled for store pickup)

 

and the more of these features they implement, the more robust the other side of the connected device revolution--namely, data and analytics--becomes. Store layout, merchandizing, and logistics all could be positively impacted by providing functionality that is primarily concerned with improving the customer experience.

 

that's pretty cool.

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eCommerce Insights - Merchantry

eCommerce Insights - Merchantry | Customer Experience Innovation | Scoop.it
Vince Cavasin's insight:

Interesting and FREE Forrester reports on online marketplaces.

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Work Infosys Experience Centre Moving Brands – an independent, global creative company

Work Infosys Experience Centre Moving Brands – an independent, global creative company | Customer Experience Innovation | Scoop.it

Moving Brands & Infosys

Vince Cavasin's insight:

Cool IRL experience with an awesomely digitally rendered case study.

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Adobe Debuts Photoshop Touch For Phones, Bringing The Full Power Of The Tablet Version To Your Pocket | TechCrunch

Adobe Debuts Photoshop Touch For Phones, Bringing The Full Power Of The Tablet Version To Your Pocket | TechCrunch | Customer Experience Innovation | Scoop.it
Adobe's mobile Photoshop strategy has so far kept more heavyweight editing capabilities to tablets with Photoshop Touch, and left the iPhone with Photoshop Express.
Vince Cavasin's insight:

will be interesting to see how they manage the user experience on this one...

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Urban Gondolas and Cable Cars in Austin, Texas « The Gondola Project

Urban Gondolas and Cable Cars in Austin, Texas « The Gondola Project | Customer Experience Innovation | Scoop.it
Vince Cavasin's insight:

From a customer experience perspective this could be huge--super flexible capacity, super low wait times/no need for traditional mass transit scheduling, easier to install infrastructure...could be the perfect thing to hold us over until we have driverless cars. :^)

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iOS 6.1 Security Risk: Anyone Can Bypass Your iPhone's Lock Screen

iOS 6.1 Security Risk: Anyone Can Bypass Your iPhone's Lock Screen | Customer Experience Innovation | Scoop.it
So, iOS 6.1 hasn't been Apple's finest hour. So far it's been plagued with connection issues, battery woes, and now it's sadly insecure, too. You can bypass any lockcode on an iPhone using this straightforward sequence of button presses.
Vince Cavasin's insight:

pessimists would say this makes for a bad experience if you are the owner of a stolen phone. however optimists would look at it from the user experience perspective of the thief! :^)

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US Airways, AMR Boards Approve Merger Deal

US Airways, AMR Boards Approve Merger Deal | Customer Experience Innovation | Scoop.it
The boards of American Airlines parent AMR Corp. and US Airways Group late Wednesday separately voted to approve a merger that would create the world's largest airline, said people familiar with the matter.
Vince Cavasin's insight:

Having flown on both airlines (albeit about 2.5M miles on AA vs. as few as i possibly could on US Airways), I can say with fair certainty that if USAW has anything to do with the running of the new company--and that would be tough to avoid given that Parker is going to be CEO--this merger can only be a disaster from a customer experience perspective, at least from current AA frequent fliers' perspectives.

 

(and yes, i totally get the extreme first world problem nature of the above commentary:^)

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Twitter introduces pay-by-tweet service - Telegraph

Twitter introduces pay-by-tweet service - Telegraph | Customer Experience Innovation | Scoop.it
Twitter users will be able to pay for products with tweets by using a new American Express payment system integrated onto the microblogging site.

Via Kevin Lloyd
Vince Cavasin's insight:

now this could get really interesting. it might even give twitter a business model!

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