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: https://www.linkedin.com/in/eric-silverstein-931521
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The New Digital Enterprise - 5 Domains

The New Digital Enterprise - 5 Domains | New Customer - Passenger Experience | Scoop.it
Gartner: Digital Business Depends On Core IT, IoT, AI The infrastructure for the new digital enterprise rests on 5 domains. At th
Eric_Determined / Eric Silverstein's insight:

Digital is changing civilization, Gartner shares 5 key areas:

 

  • Traditional core IT systems -- which run and scale operations
  • Customer experience -- engaging with the customer
  • The Internet of Things -- which senses and acts in the physical world
  • Intelligence -- that analyzes, learns, and decides
  • An ecosystem foundation -- that interacts with other organizations

 

Are you recognizing these changes for your business?

 

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Jean-Marie Grange's curator insight, October 24, 2016 3:01 PM
Feedback from the latest Gartner Symposium, Digital business infrastructure should rest on 5 domains :
- Traditional core IT systems -- which run and scale operations
- Customer experience -- engaging with the customer
- The Internet of Things -- which senses and acts in the physical world 
- Intelligence -- that analyzes, learns, and decides 
- An ecosystem foundation -- that interacts with other organizations
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Be Everywhere... And Be Ready!

Be Everywhere... And Be Ready! | New Customer - Passenger Experience | Scoop.it
Marketing is always changing, but what if you knew what was coming? This new report demonstrates what is coming and how marketers should prepare.
Eric_Determined / Eric Silverstein's insight:

“The experience is the marketing and the experience is what drives performance.” - JPMorgan Chase CMO Kristin Lemkau.

 

Marketo and The Economist Intelligence Unit share their findings on the path to 2020.

 

Do you agree that the pace of change over the last 5 years is nothing compared to what will happen over the next 5 years?

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Don’t design for Mobile, design for Mobility!

Don’t design for Mobile, design for Mobility! | New Customer - Passenger Experience | Scoop.it
Just when we were starting to get used to the tools, frameworks and methodologies needed to design good mobile apps, we find the device landscape is changing
Eric_Determined / Eric Silverstein's insight:

"MOBILITY IS ABOUT THE CONTEXT, NOT THE DEVICE

 

We want to know better the context of our users in order to better satisfy their needs. Obtaining information from them is just the first half of a transaction: users give us information in exchange for value obtained from that information. The way we give back said value to users is by responding.

 

Embracing mobility forces us to think much harder about our users’ environment and try to serve them better by establishing a richer, smarter communication.

 

Increased mobility means that the environment is less and less predictable. If the environment for a web user in the 90’s was a desk, a chair and a room, now it can be anywhere, anytime."


Great insight shared by Sergio Nouvel 



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Mike Donahue's curator insight, February 25, 2016 8:38 AM

The title alone is a great clue about how UX and design need to shift mindset. Lot's of good information in here. I like how Sergio seeks to redefine responsive and keep a sharp focus on context. Good stuff.

ismokuhanen's curator insight, March 22, 2016 8:13 PM

"MOBILITY IS ABOUT THE CONTEXT, NOT THE DEVICE

 

We want to know better the context of our users in order to better satisfy their needs. Obtaining information from them is just the first half of a transaction: users give us information in exchange for value obtained from that information. The way we give back said value to users is by responding.

 

Embracing mobility forces us to think much harder about our users’ environment and try to serve them better by establishing a richer, smarter communication.

 

Increased mobility means that the environment is less and less predictable. If the environment for a web user in the 90’s was a desk, a chair and a room, now it can be anywhere, anytime."


Great insight shared by Sergio Nouvel 



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What Does It Take To Be Customer-Obsessed?

What Does It Take To Be Customer-Obsessed? | New Customer - Passenger Experience | Scoop.it
By Ted Schadler  There is much talk about being customer-obsessed. What does it take to be customer-obsessed? Recently, in The New Yorker, Mary Powell, CEO of Green Mountain Power, a small energy company in Vermont, told a story of customer-obsession. Her customer-obsession starts simply: Help customers reduce their energy footprint at no net cost. Green Mountain accomplishes [...]
Eric_Determined / Eric Silverstein's insight:

Help companies spend now both to save later and create options for future growth - do you agree?


Ted highlights the connection between being customer obsessed, also requiring to be technology obsessed.


To frame the opportunity, frame your business technology agenda in four systems — each of which demands a different investment strategy:


1. Systems of engagement

2. Systems of insight

3. Systems of automation and IoT

4. Systems of record


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10 world-changing trends - get ready!

10 world-changing trends - get ready! | New Customer - Passenger Experience | Scoop.it
Futurist Erica Orange dishes on what's coming next, and how entrepreneurs can prepare for it
Eric_Determined / Eric Silverstein's insight:

Key insight shared in this @Inc article.


The one thing we are certainly short of supply is #Time


The importance of #gamification for positive #engagement


Important lessons for you to incorporate within your business model and company #culture.


Are you ready?

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Darcy Bevelacqua's curator insight, February 9, 2015 12:08 PM

It's a new world involvng virtual reality, time pressure and rapidly chaning environments. Interesting ideas worth a quick read. 

Bharat Employment's curator insight, February 11, 2015 1:26 AM

http://www.bharatemployment.com/

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Top 10 Strategic Predictions for 2015 and Beyond #GartnerSYM

Top 10 Strategic Predictions for 2015 and Beyond #GartnerSYM | New Customer - Passenger Experience | Scoop.it
Gartner’s Symposium/ITxpo 2014 in Orlando, Fla. is in full swing — and the Twitter stream is abuzz with snippets and quotes from keynotes and sessions focusing on a digital first world, business units as technology startups, the rise of smart machines and digital humanism – all feeding the event’s theme around digital business. This morning Microsoft CEO Satya Nadella seemed to captivate the audience during a packed keynote. He emphasized that the company wants to excel a Topic: Digital Marketing.
Eric_Determined / Eric Silverstein's insight:

“Digital Business is Driving ‘Big Change,’” Gartner’s list makes it clear that, for businesses to survive in the digital world, they need to invest in #customer #experience and predictive analytics.


What other trend do you foresee?

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Everyone focuses on #Mobile, but instead you should focus on Mobility!

Everyone focuses on #Mobile, but instead you should focus on Mobility! | New Customer - Passenger Experience | Scoop.it
“There’s a big acceleration of millennials expecting content on demand and optimized for any device,” pointed out research guru Jason Dorsey, who specializes in Gen Y. “It would be naïve to say that TV doesn’t reach them, but when looking at how they take in entertainment and information via mobile devices, TV is not where it is at.”
ESPN, which dominates so much of DVR-proof live sports programming, appears on the winning side, however. This past April, the cable net revealed that the majority of consumers of its digital video content tuned in via smartphones and tablets, reaching a peak of 57 percent in August. As a result, ESPN is working to enhance high-def mobile viewing to service consumers and advertisers.
Eric_Determined / Eric Silverstein's insight:

While this article focuses on Advertising across #Mobile platforms, #data clearly shows that the focus should be on overall mobility instead. Do you agree?


Consumers will want access to whatever they want, across any platform, wherever they are and whenever they want.


For this reason, you need to make sure you can deliver a positive #customer #experience at every touch point of your customer #journey.



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What is #IoT - a $5 to $7 Trillion question!?

What is #IoT - a $5 to $7 Trillion question!? | New Customer - Passenger Experience | Scoop.it
The Internet of Things isn't just a buzzword -- it’s a thing and it’s here to stay. So what exactly is the Internet of Things and why should you care? Topic: Internet of Things.
Eric_Determined / Eric Silverstein's insight:

As businesses focus on delivering the best #customer #experience, get ready for the Internet of Things. 


Kimberly highlights key opportunities as you plan ahead.


Share your thoughts on the  Internet of Things?



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Roland Alston's curator insight, January 31, 2014 11:46 AM

Talk about  the connected generation. Experts say that by 2020, 50 billion devices will be connected to the Internet, and that within five years, the aerage home will have everything from light bulbs to washing machines connected to the web.

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15 technologies that will help you become more customer obsessed over the next 5 years

15 technologies that will help you become more customer obsessed over the next 5 years | New Customer - Passenger Experience | Scoop.it
Marketers need to say goodbye to campaigns, say hello to AI-driven conversations with customers New report on emerging tech in nex
Eric_Determined / Eric Silverstein's insight:

It starts and ends with your customers.

 

The better you understand where they are coming from, their interest, their passion, where they are in their journey with your brand, the easier it will be for you to build a trusted relationship, deliver value and satisfaction at the right time, on the right device/platform/channel, wherever they may be.

 

Businesses need to remain agile, in order to stay relevant to their customers. What are your thoughts on these technologies?

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Connected Experiences: Ready For 'Phygital'?

Connected Experiences: Ready For 'Phygital'? | New Customer - Passenger Experience | Scoop.it

Digital isn't just everywhere, it will soon be everything

Eric_Determined / Eric Silverstein's insight:

Consumers no longer care about platform or media ownership, what matters is access and convenience.

 

Brands that aren't at the ready in the channels and media, times, and places where customers and prospects wish to interact will in just a few short years risk irrelevance, even obsolescence.

 

The CMO's mandate is to bind omnichannel together with seamless customer experiences bound by the Three Cs:

 

  • Consistency: Consistency in brand tone, outreach, response, presence, and culture. Expanding touchpoints allows brands to pervade consumers’ lives by providing timely content, services, and utility
  • Content: Content is the unifying element of how brands manifest across all touchpoints across channels, platforms, and devices, online or off.
  • Context: Context is the antidote to endless, noisy media proliferation. Data helps companies better understand customer context down to the individual level, including (but not limited to) personal, location, historical, behavioral, cultural, social, technological, and beyond.

 

 

Are you ready for the new ‘phygital’ experience? Harnessing digital connections to foster deeper human interactions - the opportunity in bridging the digital and physical worlds. 

 

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Melanie COVINHES's curator insight, March 14, 2016 6:22 AM

Consumers no longer care about platform or media ownership, what matters is access and convenience.

 

Brands that aren't at the ready in the channels and media, times, and places where customers and prospects wish to interact will in just a few short years risk irrelevance, even obsolescence.

 

The CMO's mandate is to bind omnichannel together with seamless customer experiences bound by the Three Cs:

 

Consistency: Consistency in brand tone, outreach, response, presence, and culture. Expanding touchpoints allows brands to pervade consumers’ lives by providing timely content, services, and utilityContent: Content is the unifying element of how brands manifest across all touchpoints across channels, platforms, and devices, online or off.Context: Context is the antidote to endless, noisy media proliferation. Data helps companies better understand customer context down to the individual level, including (but not limited to) personal, location, historical, behavioral, cultural, social, technological, and beyond.

 

 

Are you ready for the new ‘phygital’ experience? Harnessing digital connections to foster deeper human interactions - the opportunity in bridging the digital and physical worlds. 

 

ismokuhanen's curator insight, March 22, 2016 7:59 PM

Consumers no longer care about platform or media ownership, what matters is access and convenience.

 

Brands that aren't at the ready in the channels and media, times, and places where customers and prospects wish to interact will in just a few short years risk irrelevance, even obsolescence.

 

The CMO's mandate is to bind omnichannel together with seamless customer experiences bound by the Three Cs:

 

Consistency: Consistency in brand tone, outreach, response, presence, and culture. Expanding touchpoints allows brands to pervade consumers’ lives by providing timely content, services, and utilityContent: Content is the unifying element of how brands manifest across all touchpoints across channels, platforms, and devices, online or off.Context: Context is the antidote to endless, noisy media proliferation. Data helps companies better understand customer context down to the individual level, including (but not limited to) personal, location, historical, behavioral, cultural, social, technological, and beyond.

 

 

Are you ready for the new ‘phygital’ experience? Harnessing digital connections to foster deeper human interactions - the opportunity in bridging the digital and physical worlds. 

 

Antonio Ormachea's curator insight, March 28, 2016 11:06 AM

Consumers no longer care about platform or media ownership, what matters is access and convenience.

 

Brands that aren't at the ready in the channels and media, times, and places where customers and prospects wish to interact will in just a few short years risk irrelevance, even obsolescence.

 

The CMO's mandate is to bind omnichannel together with seamless customer experiences bound by the Three Cs:

 

Consistency: Consistency in brand tone, outreach, response, presence, and culture. Expanding touchpoints allows brands to pervade consumers’ lives by providing timely content, services, and utilityContent: Content is the unifying element of how brands manifest across all touchpoints across channels, platforms, and devices, online or off.Context: Context is the antidote to endless, noisy media proliferation. Data helps companies better understand customer context down to the individual level, including (but not limited to) personal, location, historical, behavioral, cultural, social, technological, and beyond.

 

 

Are you ready for the new ‘phygital’ experience? Harnessing digital connections to foster deeper human interactions - the opportunity in bridging the digital and physical worlds. 

 

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What's Next In Mobile Technology?

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

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
innovation. 

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
enterprise. 

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’
perspective). 

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
forward. 

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
room. 

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?

 

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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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25 Trends That Will Create Disruption & Opportunity

25 Trends That Will Create Disruption & Opportunity | New Customer - Passenger Experience | Scoop.it
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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2015 - A Decisive Year For #Mobile Leaders

2015 - A Decisive Year For #Mobile Leaders | New Customer - Passenger Experience | Scoop.it
Mobile reached a tipping point in 2014 as it solidified its position as one of the most disruptive technologies for businesses in decades. Not since the advent of the Internet has a technology forced businesses to rethink completely how they win, serve, and retain customers.
 
Eric_Determined / Eric Silverstein's insight:
"@Forrester believes that, in the future, the new competitive battleground will be the mobile moment. Why? Consumers expect to engage with brands to get any information or service they desire immediately and in context. Today, 18% of US online consumers have this expectation, while 30% are in the midst of a transition to this mobile mind shift. This revolution is taking place quickly across the globe: Forrester forecasts that 42% of the total population globally will own a smartphone by the end of 2015."
 
Do you have a clear mobile strategy on how you intend to win, service and retain customers?
Does your business look at Mobile as just another channel?
With a growing focus on the #wearable market and #IoT, make sure your future is Mobile ready!
If you are looking for a solution to better engage your customers within your mobile environment, reach out, I have the perfect new startup client for you.
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Sue Walsh's curator insight, November 17, 2014 6:09 PM

I think the mobile moment is well and truly upon us. How do we start all thinking (for services and systems) with the customer at the centre and a mobile device in their hand ... rather than making it an add-on to our current systems and services?

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Wearables will interact with IoT to create new experiences!

Wearables will interact with IoT to create new experiences! | New Customer - Passenger Experience | Scoop.it
The Apple Watch release in early 2015 will set the stage for wider enterprise adoption of wearables. Are you ready?
Eric_Determined / Eric Silverstein's insight:

JP Gownder @Forrester provides key insight into what we should expect across new #wearables:


1) Access

2) Navigation

3) Payments


Apple should help with greater exposure, but new companies such as @Nymiband and others are looking to carve out a share of the new customer experiences these devices will offer.


Which functionality would you like to have on your future wearable?



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Roberto Nocera's curator insight, October 15, 2014 4:26 PM

preparing the next tech wave about wearables.  New frontier for the customer experience #cxm #wearable #customerexperience #iot

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5 #Tech #Trends - Good things ahead!

5 #Tech #Trends - Good things ahead! | New Customer - Passenger Experience | Scoop.it
Every year brings plenty of hype around the promise of what new technical advancements and capabilities can bring to organizations trying to transform their businesses. There are also plenty of things that never quite live up to the promised hype. Let’s take a look at what to expect in 2014. Topic: Social Business.
Eric_Determined / Eric Silverstein's insight:

#BYOD to BYOC and BYOA or the impact of #IoT, #Data, #Mobile


All elements that should lead to a better #customer #experience.


Share your thoughts.

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Ángeles Mirón Martín's curator insight, February 23, 2014 1:22 PM

What is coming this year in  #tech? 

Sue Walsh's curator insight, March 1, 2014 5:29 PM

These trends are on the money !