New Customer - Passenger Experience
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New Customer - Passenger Experience
Everyone is now focused on the customer experience to drive more brand loyalty, in return increase revenues, while streamlining cost structures. All topics are discussed and considered, #Management / #Leadership, #Customer #Journey, #Social #Media, #Content #Marketing, #Mobile, #Data and many more as they all impact a customer / passenger #experience. Get ready to navigate the next business and social trends that will impact everyone's bottom line. If you want to engage further, reach out via all my social networks, starting with Twitter: @Eric_Determined - Representing new ventures in entertainment, mobile and social engagement - Connect with me via LinkedIn:
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Apps Now Bots?

Apps Now Bots? | New Customer - Passenger Experience |
If Facebook announces the "Messenger Bot Store" at F8, as many predict, it would be arguably the most consequential event for the tech industry since Apple..
Eric_Determined / Eric Silverstein's insight:

Data drives many of the new business decisions, on the other side there is a large amount of consumer interaction that happens in the "dark".


With greater interaction happening across chat based applications, bots may become the new app store of tomorrow.


The simpler you make it for customers, the greater results you can anticipate for your business.


If I can text "I need a ride home", an immediate reply comes back with the time my ride will arrive, who the driver is, along with address, I saved 3 or more steps from opening an app.



How are you capitalizing across chat channels?

Samuel Pavin's curator insight, March 23, 2016 3:12 AM

Data drives many of the new business decisions, on the other side there is a large amount of consumer interaction that happens in the "dark".


With greater interaction happening across chat based applications, bots may become the new app store of tomorrow.


The simpler you make it for customers, the greater results you can anticipate for your business.


If I can text "I need a ride home", an immediate reply comes back with the time my ride will arrive, who the driver is, along with address, I saved 3 or more steps from opening an app.



How are you capitalizing across chat channels?

wolfgang gauss's curator insight, March 24, 2016 12:12 PM

Data drives many of the new business decisions, on the other side there is a large amount of consumer interaction that happens in the "dark".


With greater interaction happening across chat based applications, bots may become the new app store of tomorrow.


The simpler you make it for customers, the greater results you can anticipate for your business.


If I can text "I need a ride home", an immediate reply comes back with the time my ride will arrive, who the driver is, along with address, I saved 3 or more steps from opening an app.



How are you capitalizing across chat channels?

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What's Next In Mobile Technology?

What's Next In Mobile Technology? | New Customer - Passenger Experience |

We’re now coming up to 9 years since the launch of the iPhone kicked off
the smartphone revolution, and some of the first phases are over - Apple
and Google both won the platform war, mostly, Facebook made the transition,
mostly, and it’s now perfectly clear that mobile is the future of
technology and of the internet. But within that, there's a huge range of
different themes and issues, many of which are still pretty unsettled. 

In this post, I outline what I think are the 16 topics to think about
within the current generation, and then link to the things I’ve written
about them. In January, I’ll dig into some of the themes for the future -
VR, AR, drones and AI, but this is where we are today. 

See here to listen to the podcast we did around this. 


1: Mobile is the new central ecosystem of tech

Each new generation of technology - each new ecosystem - is a step change
in scale, and that new scale makes it the centre of innovation and
investment in hardware, software and company creation. The mobile
ecosystem, now, is heading towards perhaps 10x the scale of the PC
industry, and mobile is not just a new thing or a big thing, but that new
generation, whose scale makes it the new centre of gravity of the tech
industry. Almost everything else will orbit around it. 

The smartphone is the new sun

Resetting the score


2: Mobile is the internet

We should stop talking about ‘mobile’ internet and ‘desktop’ internet - 
it’s like talking about ‘colour’ TV, as opposed to black and white TV. We
have a mental mode, left over from feature phones, that ‘mobile’ means
limited devices that are only used walking around. But actually,
smartphones are mostly used when you’re sitting down next to a laptop, not
‘mobile’, and their capabilities make them much more sophisticated as
internet platforms than PC. Really, it’s the PC that has the limited,
cut-down version of the internet. 

Forget about the mobile internet

Mobile first

What would you miss?


3: Mobile isn’t about small screens and PCs aren’t about keyboards - mobile
means an ecosystem and that ecosystem will swallow ‘PCs’

When we say 'mobile' we don't mean mobile, just as when we said 'PCs' we
didn't mean ‘personal’. ‘Mobile’ isn't about the screen size or keyboard or
location or use. Rather, the ecosystem of ARM, iOS and Android, with 10x
the scale of ‘Wintel’, will become the new centre of gravity throughout
computing. This means that ‘mobile’ devices will take over more and more of
what we use ‘PCs’ for, gaining larger screens and keyboards, sometimes, and
more and more powerful software, all driven by the irresistible force of a
much larger ecosystem, which will suck in all of the investment and

Mobile, ecosystems and the death of PCs


4: The future of productivity

Will you always need a mouse and keyboard and Excel or Powerpoint for ‘real
work’? Probably not - those will linger on for a long time for tens of
millions of core users, but not the other billions - computing and
productivity has changed radically before and will change again. Big
screens will last, for some, and maybe keyboards, for some, but all the
software will change. It will move to the cloud, and onto mobile devices
(with large or small screens), and be reshaped by them. The core question -
is typing, or making presentations, actually your job, or just a tool you
use to get your actual job done? What matters is the connective tissue of a
company - the verbs that move things along. Those can be done in new ways. 

Office, messaging and verbs

Podcast: Slack

Tablets, PCs and Office


5: Microsoft's capitulation

Microsoft missed the shift to the new platform. Xbox is non-core, Windows
Mobile is on life support, Windows 10 is a good prop for the legacy
business that can slow but not prevent this change, and Satya Nadella has
explicitly stated that the decades-old strategy of ‘Windows Everywhere’ -
of trying to be the universal platform - is over. That doesn’t remotely
mean that Microsoft is dead, but it has to work out how to use the cash and
market position of the legacy monopolies to help it build new businesses.
That’s a big change from the past, where everything was about building
Windows and Office. But it’s not quite clear what those new businesses will
look like - Microsoft has to try to reinvent the connective tissue of the

Microsoft, capitulation and the end of Windows Everywhere


6: Apple & Google both won, but it’s complicated

The mobile generation is unusual in that we seem to have two winners - both
Apple and Google won, in different ways. Conventionally, the bigger
ecosystem wins and sucks all activity into its orbit, but Apple’s ecosystem
has perhaps 800m active users, far larger than in previous generations, and
has perhaps half of global mobile browsing and two thirds or more of app
store revenue (a good proxy for overall economic activity). Android has
more users but Apple has more of the ‘best’ users (from a developers’

Indeed, one can also ask whether Google rather than Apple has a problem -
Google’s existential need is reach, and both iOS and Android give it reach,
but the reach it has on iOS is limited by what Apple will allow. And less
than a quarter of iPhone users have bothered to install Google Maps. 
Conversely, Apple’s weakness in cloud services and AI may end up becoming
an equivalent strategic problem over time. 

Ecosystem Maths

How many ecosystems?

What does Google need in mobile?


7: Search and discovery

The internet makes it possible to get anything you've ever heard of but
also makes it impossible to have heard of everything. It allows anyone to
be heard, but how do people hear of you? We started with browsing, and that
didn’t scale to the internet, and then we moved to search, but search can
only give you what you already knew you wanted. In the past, print and
retail showed us what there was but also gave us a filter - now both the
filter and the demand generation are gone. So, who has the traffic, and
where do they send it? How do AI, or discovery, or the platforms themselves
fit into this?  How much curation, and where? How do you get users?

Search, discovery and marketing

Google Now, Maps and Apple Music

Platforms, distribution and audience

Bay Area problems

Mobile is not a neutral platform


8: Apps and the web

There's an involved, technical and (for people like me) fascinating
conversation in tech about smartphone apps and the web - what can each do,
how discovery works, how they interplay, what Google plans with Chrome,
whether the web will take over as the dominant form and so on. But for an
actual brand, developer or publisher wondering if they should do an app or
a website, the calculation is much simpler and less technical: ‘Do people
want to put your icon on their home screen?’ 

Apps versus the web


9: Post Netscape, post PageRank, looking for the next run-time

For 15 years the internet was a monolith: web browser + mouse + keyboard.
There were other options, but for most normal consumers the web and the
internet were practically the same thing. The smartphone broke that apart,
but we haven’t settled on a new model. Competition between Apple and
Google, with Facebook trying to butt in, plus all the unrealised
possibilities of a new medium, means the interaction models of mobile keep
changing. Really, we’re looking for a new run-time - a new way, after the
web and native apps, to build services. That might be Siri or Now or
messaging or maps or notifications or something else again. But the
underlying aim is to construct a new search and discovery model - a new
way, different to the web or app stores, to get users.  

Apps versus the web

App unbundling, search and discovery

Mobile is not a neutral platform


10: Messaging as a platform, and a way to get customers. 

A big part of this hunt for a new runtime, and a new discovery layer, is
messaging. Facebook almost built this on the desktop and WeChat has managed
to build it on mobile in China. By turning messaging into a development
environment, you create an alternative to the web or the app store, but
without the binary installation problem of apps (‘is it installed or not?’)
and with your own new discovery and user acquisition platform. An important
strand of this is unbundling services - you unbundle content from apps into
messaging (or notifications) and you also unbundle messages from websites
(via email or apps) into your messaging platform, turning it into the new
connective tissue of your phone. At least, that’s the idea. 

Facebook and a few others want to do this outside China, but haven’t
managed yet (and building layers onto the OS is tough for anyone other than
the OS owner), and Apple and Google are also pondering how to take this

Messaging and mobile platforms

Podcast: messaging and mobile platforms

WhatsApp sails past SMS, but where does messaging go next?

See also this primer on WeChat from my colleague Connie Chan


11: The unclear future of Android and the OEM world

Android won the handset market outside of Apple, but it’s not quite clear
what that means. Attempts to make a straight ‘fork’ of Android (e.g. Kindle
Fire) fail on lack of access to Google’s services, but that doesn’t mean
no-one can create a mostly non-Google experience - this is what Xiaomi and
its imitators are doing and why Cyanogen is enabling as well.  And this
matters, because the OS, more and more, is a route to discovery of services
- if you control the OS you can shape what people do, far more than you
could on the desktop web.. 

Amazon and Android forks

Why do we care about Xiaomi?

Android taxonomies


12: Internet of Things

Our grandparents could have told you how many electric motors they owned -
there was one in the car, one in the fridge and so on, and they owned maybe
a dozen. In the same way, we know roughly how many devices we own with a
network connection, and, again, our children won’t. Many of those uses
cases will seem silly to us, just as our grandparents would laugh at the
idea of a button to lower a car window, but the sheer range and cheapness
of sensors and components, mostly coming out of the smartphone supply
chain, will make them ubiquitous and invisible - we’ll forget about them
just as we’ve forgotten about electric motors. 

This means, I think, that talk of standards for IoT misses the point -
‘connected to a network’ is no more a category’ than ‘contains a motor’,
and there will be many different platforms and standards. More important is
the fact that, especially in the enterprise, this explosion in sensors
means an explosion in data - we’ll know far more about far more, and that
allows fundamental system redesign. 

The internet of things

The home and the mobile supply chain

The industrial internet


13: Cars

The move to electric and the move (if and when) to autonomous, self-driving
cars fundamentally change what a car is, but also what the whole automotive
system might look like. Electricity changes the mechanical complexity of
cars and hence changes who might build them and what they might look like.
Autonomy and on-demand services change who buys them, meaning the buying
criteria will be different. But they could also change the urban landscape
just as much as cars themselves did - what do mass-market retail or
restaurants look like if no-one needs to park?

Ways to think about cars

Podcast: ways to think about cars


14: TV and the living room

The tech industry spent a quarter-century trying to get to the TV set to
take it online - that was going to be the mass-market computer. Now it
looks like this might finally be happening, but it’s almost a side-show -
Microsoft declares Xbox is no longer a strategic asset, TVs are accessories
to the smartphone, and it’s the smartphone, not the TV or PC, that
delivered the computing revolution and took computing into the living

TV, mobile and the living room

Notes on TV


15: Watches

Watches are maybe the most puzzling satellite in the smartphone solar
system. In theory they should be everything - the aim of every scifi
fantasy - yet today it’s easy to dismiss them as pointless toys. To me,
they’re an accessory - a useful and pleasing adjunct to your smartphone,
but they’re still very early. 

How is the Apple Watch doing? 

Why is Apple making a gold watch?

Ways to think about watches


16: Finally, we are not our users

The future is unevenly distributed, but so is understanding and interest in
it. In the tech industry we’re comfortable living with the latest things
and presume that everyone else does. But really, these services are
accessories and enablers of people’s lives, and they look at them
differently for what they can do for them. So most iPhone users don’t use
Google Maps, most people don’t use a calendar at all, and audio cassettes
are making a comeback, as normal people take ownership of the tech in their
lives and shape it to their needs. 

Eric_Determined / Eric Silverstein's insight:

16 Mobile Theses shared by Benedict Evans  - " People take ownership of the tech in their lives and shape it to their needs"

Make sure to build a mobile 1st strategy that not only addresses what your customers want and expect, but empowers them to drive greater engagement and personalization.

As Ben highlights: "With an explosion in data, we'll know far more about far more, and that allows fundamental system redesign"

Always be ready to iterate, improve, and seek feedback across your eco-system. Make it simple for your customers and your employees to engage, build flexibility in your overall strategic planning/design.

Which the 16 theses do you see your organization focusing on for 2016?


Craig Broadbent's curator insight, December 30, 2015 11:54 PM

Interesting look at the future!

Tony Guzman's curator insight, December 31, 2015 11:08 AM

This is a good article sharing the author's take on where we are today in mobile technology. Agree or disagree?

Farid Mheir's curator insight, January 6, 2016 9:36 AM

No surprise but great list of reference reading for the new year.

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#MaryMeeker's 2015 #InternetTrends report

#MaryMeeker's 2015 #InternetTrends report | New Customer - Passenger Experience |
Print is still getting a disproportionate share of ad dollars compared with the amount of time people spend reading it, Ms. Meeker said.
Eric_Determined / Eric Silverstein's insight:

All The Growth Is In #Mobile !

This article highlights key areas from the trend report with important insight.

Which area, stat or information surprised you the most?

Roberto Fuso Nerini's curator insight, May 28, 2015 4:13 AM

2015 Internet trend. Main slides + link to the full report.

Nicolas Desachy's curator insight, May 28, 2015 8:32 AM

To be read

Stuart Walters's curator insight, May 28, 2015 11:28 AM

Mary Meeker provides great insight into Internet Trends every year, and those trends relate directly to customer expectations and Customer Experience (CX).  

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5 #Mobile #Customer #Experience Lessons From 2015 @SXSW

5 #Mobile #Customer #Experience Lessons From 2015 @SXSW | New Customer - Passenger Experience |
Mobile was the main topic of SXSW: here are 5 mobile customer experience lessons we can take away from this 2015 edition.
Eric_Determined / Eric Silverstein's insight:

Key takeaways @SXSW - #Mobile #Customer #Experience






Great insight shared by team at @Neosperience

Do you agree that your company should adopt a Mobile First strategy?

CIM Academy's curator insight, March 30, 2015 5:49 AM

Improving the customer experience of mobile marketing is important and this article highlights some important lessons.

Jean-Marie Grange's curator insight, March 31, 2015 2:40 PM

"If you don’t establish your online and mobile presence, someone else will do it for you. At your peril."

Nedko Aldev's curator insight, April 27, 2015 6:04 AM


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#Trust & #Recommendations on #Social #Media - #INFOGRAPHIC

#Trust & #Recommendations on #Social #Media - #INFOGRAPHIC | New Customer - Passenger Experience |
Science Behind Trust and Recommendations on Social Media
Eric_Determined / Eric Silverstein's insight:

How are you inspiring customers to recommend your #brand on their personal #social #media channels?

Key takeaways from SocialMediaLink study:

1) Keep it simple - Positive stories from personal friends spark purchase

2) Facebook remains critical

3) Develop #advocate strategies around each purchase stage

@SNAPCIOUS we developed a clever #mobile social #engagement solution for brands to engage in a visual conversation with their customer #community.

By making it fun, easy and #rewarding, customers can social share across multiple social networks all directly within a brand's existing mobile environment. Please reach out if you want a live demo.

Amelie Hyams's curator insight, March 20, 2015 9:47 AM

This infographic spells out the most useful points to know. Brand trust comes from different sources - as the user seeks it.

Maurice Couture's curator insight, March 20, 2015 11:33 AM
Les médias sociaux jouent de plus en plus un rôle déterminant dans le processus de décision du consommateur et certains se positionnent davantage à l'étape de l'exploration / de la recherche d'information et d'autres à l'étape post-achat. Un méga "bouche à oreille" virtuel qui est devenu incontournable pour les destinations et les entreprises.
Richard D. Hawley's curator insight, March 27, 2015 10:56 AM

Infographics grab your attention!

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The Explosive Power of #Social Proof

Social proof is the most powerful weapon on the web. Recommendations from friends, opinions and reviews blow away all other forms of marketing. Go into battle …
Eric_Determined / Eric Silverstein's insight:

"81% of Consumers receive product advice from friends & family via #Social site"

How are you capitalizing on engaging your loyal customers via #Social #Media and #Mobile?

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7 Strategies That Are Transforming #Mobile Apps

7 Strategies That Are Transforming #Mobile Apps | New Customer - Passenger Experience |

Just as every company is now a publisher (or should be) if they wish to have an effective digital strategy, I believe the next phase of growth will be that marketing departments of every company need to be involved in the development of mobile and/or tablet applications. If that doesn’t sound like a reality – I’ll provide an example.

We recently designed and developed a mobile application for engineers to use to make a plethora of different conversions for calculations they need to make daily. The company we built it for is a surface technology company. Does the application sell? No! That’s not the point – the point is to have the company’s name top of mind as engineers are working day to day. Greater brand awareness and click to contact calls to action enable them to take the next step. Immediately upon release, over 300 users in their industry downloaded the application and are utilizing it daily. It is a huge acquisition and retention win with a minimal investment.

Via Russ Merz, Ph.D., Rosetta Carrington Lue
Eric_Determined / Eric Silverstein's insight:

Key factors to #Mobile strategy in 2015:

  • #Social networking – fastest growing mobile application category
  • Context-aware #marketing – will improve user application #experience
  • #Location-based services – 1.4 Billion: Consumer LBS expected user base in 2014
  • Mobile search – Product and price comparison for consumer products
  • Mobile #commerce – Will help streamline consumer shopping experience
  • Object recognition – Increase in sensor and processing capabilities
  • Mobile payment systems – 1 in 5 smartphones will be Near Field Communications enabled

For those brands with mobile apps seeking ways to socially engage, happy to setup a live demo of @SNAPCIOUS

LaurentHinard's curator insight, February 23, 2015 8:43 AM

Last features and trends on Mobile 

Martine Coutu's curator insight, February 23, 2015 11:56 AM

Le département de marketing au centre du développement des applications mobiles. Comme les deux doigts de la main.

Hyker Security's curator insight, February 27, 2015 3:30 AM

Security and privacy will be critical in 2015. Otherwise, we will see a great backlash. Non-trust worthy apps mean non-trust worthy brands that people will abandon.

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The Inevitability of a #Mobile-Only #Customer #Experience

Slides for Altimeter's webinar: The Inevitability of a Mobile-Only Customer Experience Watch the webinar replay at:…;
Eric_Determined / Eric Silverstein's insight:

As @BrianSolis highlights:

"Companies must design #mobile-first and mobile-only #customer #journeys to prevent channel-hopping and multi-screening, thus increasing conversions"

Is your company making the commitment to mobile?

Bharat Employment's curator insight, February 12, 2015 12:18 AM

Mike Donahue's curator insight, February 13, 2015 10:14 AM

Nice deck with plenty of compelling stats. I would argue the mobile-only experience is already here for many people. Some by necessity and other sby choice. Ignore at your own risk.

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#CMO want more customer #Engagement

#CMO want more customer #Engagement | New Customer - Passenger Experience |
As a marketer, I long for the day when all of my customers are active. I yearn for them to react to my offers. I dream of my customers being excited. But it doesn’t always happen naturally. A recent McKinsey & Company global survey found that the ability to create sustainable and engaging customer relationships is the top priority for CMOs. Yet, to actually do this goes well beyond marketing.
Eric_Determined / Eric Silverstein's insight:

Are you customers currently active, react and excited about your brand?

"As a marketer, I long for the day when all of my customers are active. I yearn for them to react to my offers. I dream of my customers being excited. But it doesn’t always happen naturally. A recent @McKinsey & Company global survey found that the ability to create sustainable and engaging customer #relationships is the top priority for #CMOs. Yet, to actually do this goes well beyond #marketing. It takes a lot of work—spanning from a company’s brand messaging to its product experience and beyond."

With everyone now focused on #mobile engagement, look beyond the simple push notification. You need to nurture that relationship, reward that engagement, and create an emotional connection. 

If you want a recommendation on mobile: @SNAPCIOUS 

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#Mobile Will Revive & Redefine #Content #Marketing

#Mobile Will Revive & Redefine #Content #Marketing | New Customer - Passenger Experience |
Since the dawn of the digital age, brands have recognized that success depends on their ability to build rich relationships with consumers hungry for engaging content and personalized experience. Nearly three decades later, mobile and in turn, mobile marketing, has the capacity to do just that: engage the consumer personally in real time with targeted, relevant context. Still, running digitized content on mobile without thoughtfully taking into consideration the complexity of the mobile platform will not instantly catalyze consumer engagement.
Successful content marketing models must integrate and elevate the experience of the consumer while on a mobile device. Brands must present something valuable to get something valuable in return.
Eric_Determined / Eric Silverstein's insight:

"Successful #content #marketing models must integrate and elevate the #experience of the #consumer while on a #mobile device.

#Brands must present something valuable to get something valuable in return."

What is the value your favorite brand offers, that engages you via your mobile device?

No comment yet.
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2015 forecast requires heavier brand investment into #mobile

2015 forecast requires heavier brand investment into #mobile | New Customer - Passenger Experience |
Eric_Determined / Eric Silverstein's insight:

"Consumers are looking at shopping now as an activity they can do anytime and anywhere."

Is your company focused on greater #Mobile engagement for 2015?

No comment yet.
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Goodbye #Mobile #Apps, Hello Multi-Device #Experiences

Goodbye #Mobile #Apps, Hello Multi-Device #Experiences | New Customer - Passenger Experience |
Your app runs in a little square.All the money you spend on developers, design teams, content production and infrastructure for your app essentially boils down to a little square. Sometimes it’s a bigger square. Sometimes it’s more of a rectangle. And sometimes your app is responsive and tries to adjust itself as the square changes shape.But in the end, your brand's communications still come down to that little square. Topic: Web CMS.
Eric_Determined / Eric Silverstein's insight:

Michael looks at what the future holds.

The holy grail is "delivering what the customer is seeking at the right time, at the right place and on the desired platform - every time!"

#Data becomes the foundation to learn and engage, do you agree?

Many companies are positioning themselves to offer the entire solution, it's important not to forget the human element (#empathy) which plays a critical role in the end.
How will consumers react in 10 to 20 years looking back at our current #Mobile technology?
No comment yet.
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The 50 best #Apps of 2013

The 50 best #Apps of 2013 | New Customer - Passenger Experience |
From lifestyle and children's apps to entertainment and games, Stuart Dredge picks the 50 best apps of the year
Eric_Determined / Eric Silverstein's insight:

While Stuart may be based across the "pond', the #mobile trends are global:

"The stats around mobile apps remain startling. There are now more than 1m apps apiece in both Apple's App Store and Android's Google Play, with tech research firm Gartner estimating that 2013 saw 102bn app downloads across the various stores. It's big business too: the company reckoned that developers would make £15.8bn from their apps this year.

The biggest app trend of 2013 was the domination of "free-to-play" games: those that are free to download and play, but which make their money from in-app purchases of virtual items or currency.

What lies ahead in 2014? Apps will spread on to new kinds of devices, from smart watches to cars. Tablets will be popping up in schools with increasing regularity; 4G mobile networks may spur a new boom in streaming music and video to smartphones and tablets; and the apps world will wait to see what the next big Candy Crush-sized mainstream success is."

Share your thoughts on some of the Apps listed and which one you feel should be included?

Any comments on the trends for 2014?

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The Top UX Predictions for 2016

The Top UX Predictions for 2016 | New Customer - Passenger Experience |
Eric_Determined / Eric Silverstein's insight:

Trends that will shape the experience design in 2016.

Thought leaders and contributors to UX Magazine share their expectations. A long list, but one recurring theme: "Easier for the Customer" 

- Adopting UX: The Challenge of Change – Scott Plewes,Macadamian

- Designing Anticipatory Experiences & Why Designers Need To Be Business Literate – Sarah DoodyUser Experience Design & Consulting

- The Future is Overrated – by Stefan Moritz, Veryday- Personalized Experience – Liraz MargalitClicktale- Touch First Design – Will Mobile enabled experiences – Sebastian SabounéHive- Up With Touch-Free, Down With Multipurpose – Q ManningRocksauce Studios- Customer Journey Analytics – Ania RodriguezKey Lime Interactive- Designing for Content and Seamless Experiences – Jaron RubensteinRubenstein Technology Group- The Evolution of User Interfaces – Rob Tannen, Intuitive- UX Will Go Multi-channel and Multi-device – Sergio NouvelContinuum- Incorporating Customer Data Easily into Personalized Experiences – Kevin O’ConnorUser Insight- UI Trumps UX (Unfortunately) – Steven Hoober4ourth Mobile- Consolidation of Apps and Merging Real and Virtual Communities – Mary BrodieGearmark- Subtle Interactions – Anders ArnqvistVeryday- Empowering Design – Nour Diab YunesFjord
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App engagement is the new customer experience!

App engagement is the new customer experience! | New Customer - Passenger Experience |
So what's new? Mobile marketing automation.
Eric_Determined / Eric Silverstein's insight:

"In 2014 - 1 trillion push notifications were sent! But with turn-off rates approaching 60 percent, developers are having to dig deeper to reach users who already have their apps.

The challenge, of course, is that #app developers are continually pushing two heavy boulders up the mountain of mobile success: user acquisition and #mobile #engagement.

Get users and you have a shot at engaging them. Engage them and you have a shot at monetizing them. Monetize them, and you might be the new king of the new hill.

The reality is that as a result of our massive and rapid shift to mobile as the default way of interacting with the world, understanding and engaging customers via mobile is rapidly becoming the forefront of #customer #experience for both tiny mobile-only startups and massive 100-year-old enterprises — more so than email, phone, or in-person experiences."

How about the power of #social #media - not only can it drive engagement, but also facilitate new users, do you agree?

@SNAPCIOUS we enabled existing branded apps to automatically become social across 10 social and messaging networks leveraging visual #gamification.

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A Marketer's Guide To Going #Mobile - #Infographic

A Marketer's Guide To Going #Mobile - #Infographic | New Customer - Passenger Experience |
How can marketers effectively market on mobile devices? Because mobile devices are very personal—44% of cellphone owners sleep with their phones next to their bed so they don't miss a message, call, or update—marketers need to be thoughtful about how they deliver marketing messages. Check out our infographic for more:
Eric_Determined / Eric Silverstein's insight:

"Over Notified and Under Valued - Marketers must create an #engaging, timely, and cross-channel strategy. To succeed in #mobile you need to respect your customers' time and offer them value."

Which #App have you recently turned off or deleted because they blasted you with numerous or irrelevant notifications?

"Marketers must build #trust and #loyalty across all channels, in order to create long-term, personal #relationships ."

Of your favorites Apps, what additional features would you like to see, which could help strengthen your loyalty with them?

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Days of #Mobile on the cheap are over!

Days of #Mobile on the cheap are over! | New Customer - Passenger Experience |
Eric_Determined / Eric Silverstein's insight:

“Mobile moments are the next battleground for brands to win, serve and retain customers."

How are you looking to stand out with your Mobile offering?


“They are doing project-based work and buying media rather than putting strategy and infrastructure in place to support longer term #marketing goals,” Ms. Ask @Forrester said. “They are focused, so to speak, on the small "m" in marketing rather than the big "M." 


Offering #Social #Engagement on #Mobile is critical, do you agree?

If you agree, happy to setup a live demo of  @SNAPCIOUS Can be inserted directly within existing Apps

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25 Trends That Will Create Disruption & Opportunity

25 Trends That Will Create Disruption & Opportunity | New Customer - Passenger Experience |
No matter what industry you’re in, your company can’t survive without technology. From smart phones and tablets to mobile apps and cloud-based technology, there’s a plethora of technological advancements not only to keep track of, but also to profit from. To stay competitive, your organization needs to anticipate the most significant technology trends that are shaping your business and changing your customer, and then develop innovative ways to use them to your advantage, both inside and outside
Eric_Determined / Eric Silverstein's insight:

"Ask yourself if you should be the disruptor rather than the disrupted"

Which of the 25 areas raised will generate the greatest opportunity for your business?

On the Marketing side: Gamification, Socialization & Personalization

Share your thoughts.

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4 key #mobile market trends in 2015

4 key #mobile market trends in 2015 | New Customer - Passenger Experience |
2014 was the year that mobile stopped being the next big thing and became THE BIG THING. In 2015, we can identify four types of apps, each with their own characteristics and challenges.
Eric_Determined / Eric Silverstein's insight:

1. Mobile Commerce - #Engagement

2. Mobile Games - #Gamification

3. Utility #Apps

4. #Social Apps

Do you agree with the 4 #Mobile trends above?

Which other trends do you foresee?

Michelle Batt's curator insight, February 26, 2015 9:33 AM

Like! but consider this: Mobile/IT app developers are missing a BIG opportunity. Need to change approach from "monetizing" to "humanizing" #CX #CXO

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What can we expect at 2015 #Mobile World Congress?

What can we expect at 2015 #Mobile World Congress? | New Customer - Passenger Experience |
I remember the first time I attended 3GSM in Cannes: It was primarily a B2B telecoms trade show and centered on DVB-H, WiMAX, and other technology-centric acronyms. Fast-forward 11 years, and Mobile World Congress (MWC) will be the center of the business world for a couple of days (March 2 to 5).
Eric_Determined / Eric Silverstein's insight:

"It is fascinating to see how mobile has changed the world in the past 10 years — not just in the way that we live and communicate but also in terms of disrupting every business. I strongly believe that mobile will have a bigger impact than the PC or Web revolutions. "

Do you agree with Thomas' conclusion?

@SNAPCIOUS will be in attendance - keen to engage across both themes to be anticipated during the conference:

1.   Mobile As The Hub Of New Connected Experiences



2. Mobile As A Key Driver Of Cross-Channel Marketing, Commerce, And Payment Initiatives

If you will be attending, share what you anticipate from the conference?

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The Power of #Mobile Moments

The Power of #Mobile Moments | New Customer - Passenger Experience |
  Most individuals spend 80 % of their time across 5 apps today. What will it take to even make it into your customers top 10? Most companies today, push information to their customers and off...
Eric_Determined / Eric Silverstein's insight:

In order to stand out in mobile, go beyond the standard functionalities.

Offer a platform that will not only engage your customers, but allow them to build a community that can easily communicate and share with your brand.

@SNAPCIOUSdoes it via visuals, what would you like to see improved in your favorite apps?

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How are you improving your #Digital #Engagement #Strategy for 2015?

How are you improving your #Digital #Engagement #Strategy for 2015? | New Customer - Passenger Experience |
Customers' app journeys hold the key to new opportunities.
Eric_Determined / Eric Silverstein's insight:

"Understanding how to improve the path from prospect to customer #brand #advocate is the main challenge in business today."

Do you agree?

There were 140 billion app downloads as of September 2014.

By 2017, there will be more than 5 billion smartphones.

Also by 2017, there will be more than 2.3 billion users on #social networks.


"Inserting better #engagement opportunities into #customer #journeys through better #mobility / #Apps integration will be critically important to organizational success."

How will you improve your mobile engagement strategy in 2015?

I've been impressed by a new startup that delivers #gamification of photo-sharing, which can be inserted directly within existing Apps.

elisajames's comment, January 5, 2015 6:42 AM
share this on linkedin
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2015 An Explosive Year For Visual Content

2015 An Explosive Year For Visual Content | New Customer - Passenger Experience |
Content is and will be the king; it holds true for any medium – print, radio, TV or social media. One of the trends that we have witnessed in 2014 at Lighthouse Insights (LI) while reviewing social…
Eric_Determined / Eric Silverstein's insight:

Top 9 Quotes from Digital executives, which will apply globally!

1. "Good #storytelling in 2015 will be all about what we see"


2. "We can expect a shift from pure play brand related content and more emphasis on #engagement, entertainment, infographics

and topical issues. The trick here will be to connect this communication with brand values and identity, creating shareable content."


3."Seeing is believing – that is how #content will be created and consumed in 2015 for digital properties."


4. Audience would see the magic of Art + Technology + #Gamification + User behavior and in future should expect Biometric data to be added giving users personalized storytelling."


5. "The internet was built on text and codes, but 2015 could potentially be the year where users shift to consuming and brands shift to establishing unique & original visual languages on #social #media."


6. " #Visual is a trend that’s going to influence how humans communicate in future. I find this ironical, considering man’s first attempt at communication was visual too… remember cave drawings? Who knows what the future holds."


7. "What matters most in visual content are things that relate to people’s lives. Emoting expressions on social media in the form of #stickers is going to empower the rest."


8. "In 2015, visual content will only become more evident as social media will get increasingly #mobile, with more #Apps for businesses and consumers to use."


9. "We have followed a pattern of evolution. It starts being text or information heavy, graduates to minimal visual representation, strikes a balance between the two and finally reaches the “A #picture is worth a thousand words” stage."

How do you see the evolution of visual content?

Which statement above do you like best?

Riyaj Rahmathali's curator insight, December 22, 2014 2:59 AM

Content is and will always be the king...

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What can #Predictive #Data #Analytics do for you?

What can #Predictive #Data #Analytics do for you? | New Customer - Passenger Experience |
Have you ever dreamed about learning what products your customers would be the most likely to buy in advance? How great would it be if you could maximize your profits by determining the highest price a customer will pay for a product? What if you could...
Eric_Determined / Eric Silverstein's insight:

Would you agree that Predictive Analytics is a continuously evolving target?

Nonetheless, technology and data capture has enabled us to better understand our customers, and engage with them in a more efficient manner.

It's great to see these latest examples across top brands, and the results in:

- Customer Engagement

- Revenue Increases

- Targeted Promotions

- Pricing

- Inventory Management

- Minimizing Fraud

- Better Customer Service

- Lower Costs

- Analyze Data in Real Time

Share your thoughts.

Roberto Nocera's curator insight, September 24, 2014 3:44 AM

the new frontier of customer satisfaction #cxm

Mike Ellsworth's curator insight, September 25, 2014 5:03 PM

Predictive analytics and Big Data are big trends. This is a good article that explains why.


Via @Eric_Determined

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Generation Now: #customer expects instant results

Generation Now: #customer expects instant results | New Customer - Passenger Experience |
With so much going on and so much to keep up with, focusing on the "now" has become an essential strategy for consumers and marketers.
Eric_Determined / Eric Silverstein's insight:

If @Amazon is investing in drones, Zoe is certainly right in addressing the "moment marketing" revolution.

"Brands and marketers should think more about how they can embrace technologies to help people be more spontaneous, provide helpful time-sensitive messages or just simply enjoy the moment that is now."

@Uber is certainly looking to expand in new areas, as everyone are looking to impact the overall #customer #experience!

Share your thoughts on some of the Apps listed or list a new one we should look into as well?

veronique aboghe's curator insight, January 2, 2014 9:14 PM

Instant results ? Rather instant gratification that is now or never.Remember ? We began 10 years ago by skipping all those slow website land pages.No time to wait for customers and big time to rush and anticipate by being proactive for companies.Thoughtful brands  with empathy will be customers best friends.

julioptr's curator insight, January 3, 2014 3:54 AM

Los servicios, los productos, las incidencias, las rectificaciones, las devoluciones… ahora mismo, aquí, ahora: el nuevo consumidor

Francissen Textwriting En Uebersetzung's curator insight, January 4, 2014 4:09 AM

The price for the service  as delivered?