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New Customer - Passenger Experience
Everyone are 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
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In #CX, you must accelerate, match or outpace the speed of market transformation

In #CX, you must accelerate, match or outpace the speed of market transformation | New Customer - Passenger Experience | Scoop.it
The customer landscape is shifting. It always does. This time, however, the door to Digital Darwinism has been kicked off its hinges. Technology and society are evolving faster than the ability to adapt. Consumers are becoming more connected. As such, they’re more informed. With information comes empowerment. And with new found connectedness and power, customer expectations begin to shatter current sales, marketing, and support models.
Social, mobile, and real-time each contribute to a new reality for customer experiences and engagement.
Eric_Determined / Eric Silverstein's insight:

As @BrianSolis rightfully points out:


"The customer landscape is shifting. It always does. This time, however, the door to Digital Darwinism has been kicked off its hinges. #Technology and society are evolving faster than the ability to adapt. Consumers are becoming more connected. As such, they’re more informed. With information comes empowerment. And with new found connectedness and power, customer expectations begin to shatter current sales, #marketing, and support models.

#Social, #mobile, and real-time each contribute to a new reality for #customer #experiences and #engagement."


Will your company be ready for the customer of tomorrow?

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Darcy Bevelacqua's curator insight, November 26, 4:43 PM

Customers are more connected, informed and empowered than ever. Keeping up with the pace of change is geting more difficult. What are you doing to prepare for tomorrow? 

Michael Allenberg's curator insight, December 8, 8:59 AM

Excellent book from Solis... #innovateorDie

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4 Pillars of #Customer Empowerment

4 Pillars of #Customer Empowerment | New Customer - Passenger Experience | Scoop.it
Abandon the linear shopping experience. When the internet was commercialized in the '90s, some executive established the convention of bifurcating promotional efforts. "Marketing" was in charge of driving physical sales. "E-commerce" was in charge of driving digital sales. It was a bad idea then. It's a worse idea today. The reason: Consumers don't shop by channel. They just shop and jump between "omni-channels" as needed. In an omni-channel business, a customer is treated as a single buyer, no matter in which channel he or she is transacting. To become an omni-channel business, companies must forge new lines of communication among business functions and technology applications. Instead of operating as separate business units, departments need to collaborate more or even merge to better engage the new consumer.
Respect customers as individuals. Depending on time, place and channel, customers expect the shopping experience to reflect their immediate circumstance and persona. For example, think of the busy worker with time constraints during the day but greater availability on the weekend who demands different kinds of interactions. The same customer may want to interact differently with a brand on the way home from work versus a weekend morning on the way to the gym. Few companies, however, consider this level of technographic detail when profiling customers. Without it, however, companies cannot optimize their customer interactions; for instance, sending e-mail promotions to customers who instead prefer text messages.
Define your omni-channel goals. Understandably, the rise of the new consumer has caught many companies off guard. Consequently, some pivot prematurely without first determining their business goals and priorities. When asked why they recently launched a multimillion-dollar omni-channel, one company responded, "Everyone else is doing it, so we have to, too." While a company might get lucky without meaningful strategy, it's not a chance worth taking. Businesses need to establish what they are trying to accomplish—gain market share, boost customer acquisitions, drive more value from existing customers, attract more digital traffic, improve online conversion, etc.—and then align their initiatives with those goals. Otherwise, said companies will end up with capabilities that may have minimal, if not zero, impact towards their goals.
Prioritize your touchpoints. After abandoning linear shopping, adopting technographic profiles and prioritizing business goals, omni-channel companies can begin to employ proven touchpoint tactics. These include mobile technologies such as apps and near-field communications. Social platforms that go beyond "likes" and include zeitgeist monitoring, dialog participation and alerting customers to recent purchases made by their peers. It also includes smart Web sites that sell more with virtual showrooms and congruent brick-and-mortar experiences, personalized offers and visionary sales associates who help the customer do their homework, including matching a competitor's price, checking nearby inventory, arranging home delivery or otherwise serving the shopper in a way that isn't available elsewhere. The goal is choosing tactics that prioritize business value.
Eric_Determined / Eric Silverstein's insight:

Cognizant recognizes the challenges business face in connecting with their consumers. It's time to empower your customers in order to connect and deliver a better brand experience across all channels.


1) Abandon the linear shopping experience.

2) Respect customers as individuals.

3) Define your omni-channel goals.

4) Prioritize your touch points.


While everyone understand the importance to have an omni-channel experience, it starts with setting up clear goals and strategy based on your customer journey.


It's not about what you think your brand, product or service is, but what your customer perceives or experiences it to be. 

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Michael Allenberg's curator insight, October 29, 8:54 AM

A good Experience Designer will seamlessly integrate his designs into the overall Customer Journey, accounting for the pleasantries and pit-falls of the other platforms that he crosses paths with...

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The #Customer #Experience Management Lesson

The #Customer #Experience Management Lesson | New Customer - Passenger Experience | Scoop.it
let's face it: when you buy something you want it to be easy to get, function flawlessly, and allow you to move forward in your life or business. That encapsulates what customer experience management is all about: companies that can make it easier and nicer to get what you need in life/business are the companies you'll say good things about and come back to.
Eric_Determined / Eric Silverstein's insight:

As Lynn correctly points out:


"When you buy something you want it to be easy to get, function flawlessly, and allow you to move forward in your life or business. That encapsulates what #customer #experience management is all about: companies that can make it easier and nicer to get what you need in life/business are the companies you'll say good things about and come back to."


Technology is certainly an important tool to mine #data and provide immediate access to insight, but it will take a proper customer journey mapping to understand the goals, needs and overall touch points your customers are engaged with your brand. Then make sure all levels of your organization understand how their involvement impact the customer journey.


In a recent experience, which brand delighted you?


Similarly, share a recent poor experience?

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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, 4:26 PM

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

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What is ZMOT vs UMOT in the Customer Experience Journey?

What is ZMOT vs UMOT in the Customer Experience Journey? | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

Are you delivering the right experience to your customers across each moment of truth?


The ultimate moment of truth is when your customer share their positive experience with their friends and peers.



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What Role Does Intuition Play in #Customer #Experience?

What Role Does Intuition Play in #Customer #Experience? | New Customer - Passenger Experience | Scoop.it
Last year, I wrote a post called The 15 Senses of a Great Customer Experience. The last of the 15 senses that I wrote about was the sixth sense. In this post, I explore the role of the sixth sense in customer experience.
Eric_Determined / Eric Silverstein's insight:

#Data and #Technology are giving us a lot of information and more efficient tools to address customer needs, but the human element is where you can deliver extraordinary experiences.


Employees are part of your brand promise, they need to be empowered to act on their intuition to deliver remarkable experiences.


Now going back to the photo used here, whether it's an employee or a customer, what would you do on Monday to bring a smile to him/her?

 

Thank you Annette Franz for sharing your sixth sense!

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Your Single Best Piece of Business Advice!

Your Single Best Piece of Business Advice! | New Customer - Passenger Experience | Scoop.it
Most people remember that single piece of advice that changed their lives. Here, Inc. columnists share the best business advice they ever got.
Eric_Determined / Eric Silverstein's insight:

In the age of the #customer, access to #data, new #technology, there are still fundamental business advice that become the foundation, an important lesson or the goal.

 

Inc. shares 3 important insight. Advise from key figures such as Bill Gates, Oprah, Seth Godin, etc… check:

 

http://brandmakernews.com/business-brand/3064/the-best-business-advice-i-ever-received.html

 

Which advice resonates the strongest for you?

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KPCB Internet trends 2014

The latest edition of the annual Internet Trends report includes: 1. Key Internet trends showing slowing Internet user growth but strong smartphone, tablet a...
Eric_Determined / Eric Silverstein's insight:

#Internet trends 2014 by @KPCB


Which #Data surprised you the most?



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6 #CustExp Mistakes You Don’t Want to Make!

6 #CustExp Mistakes You Don’t Want to Make! | New Customer - Passenger Experience | Scoop.it
Per results from recent Voice of Customer (VoC) research, Customer Experience strategies are failing to deliver the quality of experience customers expect. Notwithstanding today’s technology, t…
Eric_Determined / Eric Silverstein's insight:

"Results from customers who opted in to receive information versus the mass email population: 94 percent higher open rates, 1,062 percent higher video views, 100 percent deliverability and Zero unsubscribes”.


With those types of results, make sure you understand who your customers are and deliver a relevant experience throughout their journey. The results are clear!

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How Technology & #Data is changing the Marketing game ask @IBM @Accenture @Deloitte

How Technology & #Data is changing the Marketing game ask @IBM @Accenture @Deloitte | New Customer - Passenger Experience | Scoop.it
Big Blue is spending big to build up its marketing consulting business.International Business Machines Corp. will announce on Thursday that it is investing $100 million into a recently formed division IBM Interactive Experience.
Eric_Determined / Eric Silverstein's insight:

Technology is not only impacting the way consumers behave, but provides new entry points into established industries.


With #Data playing a critical role in better understanding your customers, that same Data is now accessible to other major players, and in the case of IBM, Accenture Deloitte and others, they too can leverage their infrastructure for the benefit of major brands.


How do you see it playing out? Can traditional ad agencies remain, or will need to consolidate or partner with key digital agencies that have a data analytical infrastructure?

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Jean-Marie Grange's curator insight, March 31, 12:36 PM

IBM has understood that #bigdata is not only a technological infrastructure, but also a marketing opportunity... But will marketers be willing to work with IBM?...

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Change can no longer be controlled - you need to ride it!

Change can no longer be controlled - you need to ride it! | New Customer - Passenger Experience | Scoop.it
Many companies change management approach attempts to control change. But change can no longer be controlled - So what is the way forward - Torben Rick
Eric_Determined / Eric Silverstein's insight:

Torben Rick @Torbenrick shares a great #infographic highlighting 5 key trends.


What are your thoughts?


Where do you see the greatest opportunity or challenge for your business?

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Efficienarta's curator insight, March 24, 4:30 AM

My strong sense is that enterprises need to change continuously to improve current products and raise their agility to sense and respond to new opportunities - really get continuous changing their DNA. I have recently published a short book with these two theme plus managing stakeholders. http://www.amazon.co.uk/Strattomics-practical-business-strategies-tactics/dp/1495243818/ref=sr_1_1?s=books&ie=UTF8&qid=1395395069&sr=1-1&keywords=Strattomics

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#Wearable Technology: $70 Billion Picture!

#Wearable Technology: $70 Billion Picture! | New Customer - Passenger Experience | Scoop.it
ADOTAS – This article shares some of the recent research from the brand new IDTechEx report, “Wearable Technology 2014-2024”.

Wearable [...]
Eric_Determined / Eric Silverstein's insight:

It's important to realize the reach wearable technology will have.


Great opportunities and challenges, in order to realize the best #customer experience.


How do you see the industry evolving?

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10 Key #CustExp #CRM trends @Forrester

10 Key #CustExp #CRM trends @Forrester | New Customer - Passenger Experience | Scoop.it
I'm moving into covering the greater CRM space, yet still retaining a deep focus on customer service technologies. Now-retired analyst extraordinaire, William Band and I put together our top trends for CRM in 2014.
Eric_Determined / Eric Silverstein's insight:

Top 10 trends shared by Forrester Research:


Trend 1: Companies Strive To Be Experience Driven.

Trend 2: Enterprises Will Embrace Tools That Create An Outside-In Perspective.

Trend 3: More Organizations Will Become Digital Disruptors

Trend 4: The Mobile Mind Shift Will Force CRM To Evolve Quickly

Trend 5: Big Data Will Turn Into Customer Insight. 

Trend 6: Social Will Connect At All Stages Of The Customer Life Cycle.  

Trend 7: Rapid Adoption Of CRM SaaS Solutions Will Continue.

Trend 8: More Companies Will Aspire To Become Agile Enterprises. 

Trend 9: Marketing Leaders Will Put Customer Insights To Use. 

Trend 10: Enterprise Will Support Employees To Embrace New Technologies.


Kate and William hit the key points that most organizations need to focus on. 


Which trend above do you see having the biggest impact for your organization and customers?


Share your thoughts on the trends listed.

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How #BigData Drives a Better #Customer #Experience

How #BigData Drives a Better #Customer #Experience | New Customer - Passenger Experience | Scoop.it
Big Data can be used to improve your brand's customer experience across multiple stages of the customer journey. Here are four ideas to help you get started,

1. Improved or new products and services

Not sure how to take your products or services to the next level to better satisfy your customers' wants and needs? Big Data analysis reveals insights from a diverse range of channels, uncovering information about your products or services that can't be gleaned from a single channel or smaller data sets.

2. Increased personalization

Big Data increases visibility to customer preferences and purchase behaviors, creating opportunities to personalize various dimensions of the customer experience. For example, by capturing and analyzing data from each stage of the customer lifecycle, injecting personalization features into pivotal moments in the customer experience becomes easier. Those features range from greeting the customer by name to knowing previous issues the customer has had to contact the company about before.

3. Better self-serve opportunities

Today's customers expect the availability of self-serve features that allow them to perform basic activities without the assistance of customer service or sales reps. Big Data drives insights that can make these self-serve features more valuable to customers, satisfying their desire to interact with your brand on their own terms.

4. Enhanced customer service

When customer service is needed, Big Data gives representatives the information they require to offer a more complete, accurate, and satisfying customer experience. Sales reps can provide more accurate information, more personalized service, and solutions to customer problems more quickly.
Eric_Determined / Eric Silverstein's insight:

How #Data throughout the customer journey can help:


1. Improve or design new products and services


2. Increase personalization 


3. Better self-service opportunities 


4. Enhance customer service 


What are other elements of the customer experience Data can help with?




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3 ways to WOW your #customers!

3 ways to WOW your #customers! | New Customer - Passenger Experience | Scoop.it
Are you driving your customers crazy with a clunky customer experience and antiquated approach to customer service? Here are three ways to combat this, ideas I suggest as a customer experience and customer service consultant to my clients when they sense growing frustration levels among their customers. (Time is not on [...]
Eric_Determined / Eric Silverstein's insight:

3 Key deliverables:


1) Make it EASY for your customers

2) Personalization

3) "Get to them first"


On this last item, share a recent experience where they got to you first and that really impressed you?


Insight @micahsolomon @Forbes

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The ServiceMag's curator insight, October 14, 4:34 AM

There's another way of describing this without using 'stupid' and it's simply about studying demand, realising purpose from a customer's perspective and designing activities around them.

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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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Don’t Down-size the Store. Right-size the Experience!

Don’t Down-size the Store. Right-size the Experience! | New Customer - Passenger Experience | Scoop.it
Don’t Down-size the Store. Right-size the Experience
Eric_Determined / Eric Silverstein's insight:

Doug Stephens shares key insight from a published article earlier in the year.


All deliverables are still very relevant today!


You can see some of them being applied with Macy's latest move:


http://fortune.com/2014/09/24/macys-tech/


What would you like to see changed or improved in your in-store experience?


Smart-fitting rooms equipped with iPads is a great way to relieve stress points for customers, and stores to enhance #customer #experience.

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Michael Allenberg's curator insight, September 29, 9:03 AM

Great piece merging #ServiceDesign with #ExperienceDesign. #DesignHolistically

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#Customer #Experience: Art or Science?

#Customer #Experience: Art or Science? | New Customer - Passenger Experience | Scoop.it
Do you think there’s a little art and a little science involved when it comes to delivering a great customer experience? I do. I read recently that “art is reason applied without limits, geared towards an ideal and guided by the practical,” while “science is reason applied within a framework, geared towards the practical and …
Eric_Determined / Eric Silverstein's insight:

Annette shares detail insight into the skill set required to deliver a consistent and rewarding #customer #experience.


I can attest to it after successfully running the U.S. operation of a global group for 11 years,  It is about hard and soft skills.


Does your company enable and recognize both?

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The Rise of #Customer Expectations

The Rise of #Customer Expectations | New Customer - Passenger Experience | Scoop.it
During this series we looked at 6 key industry factors that are changing the way we do business today, and we have tried to guide you on how best to Reshape your service organisation to Exploit the
Eric_Determined / Eric Silverstein's insight:

"As the world becomes more #collaborative and technology-enabled and #customer expectations evolve, the trend towards #digital and anytime, anywhere service can only accelerate.


In response, organizations must put themselves in the shoes of their customers when designing and delivering interactions, so as to minimise customer effort and maximise customer value.

 

Responding to digital disruption and providing great digital experiences is not easy...Organization needs to evolve, becoming flexible and responsive, which often requires significant change, energy and investment."

 

Coreen summarizes the current challenges/opportunities well, would you add any additional trends for consideration?

 

 

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Lessons from ' @Kodak Moments '

Lessons from ' @Kodak Moments ' | New Customer - Passenger Experience | Scoop.it
Hang around with executives in industries as diverse as: automobiles, book publishing, telecom networks, wrist-watches, personal computers, digital cameras, postal services, cigarettes, credit cards, smartphones, steam-irons, oil & gas and even laundromats (among many others) and you'll undoubtedly hear reference to their determination to avoid what has come to be [...]
Eric_Determined / Eric Silverstein's insight:

Kodak was heavily invested in R&D, so what happened?

 

Great insight shared  by Bill Fischer in this Forbes article, and key lessons for all businesses.

 

Share your thoughts.

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#Digital tech reshapes #marketing

#Digital tech reshapes #marketing | New Customer - Passenger Experience | Scoop.it
Despite e-commerce’s surge, some 90 percent of what people buy still comes out of brick-and-mortar stores. And when it comes to consumer-packaged goods, that figure is even higher. A recent study by Kantar Worldpanel predicted it may take another decade before online purchasing grabs even 10 percent of grocery purchases.
Eric_Determined / Eric Silverstein's insight:

Understanding the new shopper Journey, check these latest tech tools at your store near you!


Which technology do you anticipate will have the biggest impact to your shopping experience?

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Technology Isn’t The Only Answer to Digital Disruption

Technology Isn’t The Only Answer to Digital Disruption | New Customer - Passenger Experience | Scoop.it
What’s the difference between disruptive tech and that of emergent or innovative technology?
Eric_Determined / Eric Silverstein's insight:

Brian Solis shares his "Wheel of Disruption"


"Companies that “get it” and invest more in learning about their digital customers’ behaviors, preferences, and expectations will carry a significant competitive advantage over those that figure it out later (if at all).

Instead of technology becoming the solution, it instead represents an enabler to do something greater!"


Which company delivers the right experience for you, uses your data wisely?

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Top 4 #Customer Engagement Trends

Top 4 #Customer Engagement Trends | New Customer - Passenger Experience | Scoop.it
It is an exciting time to be a retailer and a consumer, especially if you embrace technology and take advantage of the advancements available in today’s marketplace. Consumers are getting savvier and savvy retailers are keeping pace. Here are 4 trends that continue to emerge and are gaining adoption: 1. Data, Data, Data – Online …
Eric_Determined / Eric Silverstein's insight:

4 key trends that well established brands are capitalizing on, but offers new opportunities for new players as well:


1. Data


2. The Convergence of “Bricks and Clicks”


3. Increasing Use of a Mobile Wallet as a Loyalty/Engagement Identifier


4. The Consumer “I want it now” Syndrome


Do you agree that all 4 of them should be involved to offer the best #CustomerExperience?

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Richard Shulman's curator insight, March 26, 1:05 PM

Interesting read especially for those in marketing that are trying to understand how to move technology into a brick and mortar setting. Please take note as well to the loyalty program figures. Any, and I mean any B2C or B2B can take advantage of these programs when they institute them in a meaningful way and learn to understand the captured data. Good read!!

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#Millennials: #Technology = #Social Connection

#Millennials: #Technology = #Social Connection | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

"This generation’s digital tendencies means that marketers and brands need to step up their games in order to keep up and engage with them.


Millennials / Generation Y are 77 million strong in the U.S.—on par with Baby Boomers! —and make up 24 percent of the country’s population. And while many are still climbing the income ladder, this group’s size and age range highlights its long-term purchase power.

They are the first to come of age with cable TV, the Internet and cell phones, so technology is essentially baked into every Millennial’s DNA. In fact, when asked what makes their generation unique, Millennials ranked “Technology Use” first (24%), followed by “Music/Pop Culture” (11%) and “Liberal/Tolerant” (7%). In contrast, Boomers ranked “Work Ethic” as the most defining characteristic of their generation.

Given their fluency and comfort with technology, Millennials have more of a positive view of how technology is affecting their lives than any other generation. More than 74 percent feel that new technology makes their lives easier, and 54 percent feel new technology helps them be closer to their friends and family."


It's important to recognize the trends if your business expects to engage with them.



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#CamMe Wins 'Most Innovative #App' at #MWC14

#CamMe Wins 'Most Innovative #App' at #MWC14 | New Customer - Passenger Experience | Scoop.it
Selfie app CamMe won the "most innovative app" award at Mobile World Congress in Barcelona Tuesday.
Eric_Determined / Eric Silverstein's insight:

Mobile World Congress is buzzing with great innovations, multiple awards, all new tools that should provide a great #CustExp.


This #camMe App is just one extension that PointGrab are looking to capitalize via gesture.


It's all about creating a seamless and frictionless experience. Companies are looking for ways to remove a remote from the entire experience.


How do you see gesture changing your interaction with your TV and/or other devices?

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