Expertiential Design
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Goodbye #Mobile #Apps, Hello Multi-Device #Experiences

Goodbye #Mobile #Apps, Hello Multi-Device #Experiences | Expertiential Design | Scoop.it
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.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, August 18, 2014 12:40 AM

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?
Expertiential Design
The art of designing engaging and meaningful user experiences for customer development.
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UX, According to Larry David

UX, According to Larry David | Expertiential Design | Scoop.it
In this light-hearted post, I look at some of Curb's best, "Larry
David-isms", and how these relate to UX.
Michael Allenberg's insight:
UX find of the year! A true gem!!!
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Rescooped by Michael Allenberg from Cloud, CRM, Analytics, IoT, CX, IT-Business Innovation
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A business model for the Internet of Things for every CXO - SogetiLabs

A business model for the Internet of Things for every CXO - SogetiLabs | Expertiential Design | Scoop.it

Via Alama
Michael Allenberg's insight:
Must read!!!
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Rescooped by Michael Allenberg from New Customer - Passenger Experience
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6 Pillars B2B Customer Experience

6 Pillars B2B Customer Experience | Expertiential Design | Scoop.it
Customer Relationships - Poor customer experience drives brand switching—a key reason for three quarters of lost customers. And customers who suffer a bad customer experience spread negative word-of-mouth.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, April 29, 1:24 AM
  1. Commitment : Being enthusiastic about satisfying customers and making them feel valued
  2. Fulfillment: Understanding and delivering on customer needs
  3. Seamlessness: Making life easier for the customer
  4. Responsiveness: Timely response, delivery, and resolution
  5. Proactivity: Anticipating customer needs and desires, strive to resolve issues before the customer feels pain
  6. Evolution: Continually seeking to improve the customer experience
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Designing For The Internet Of Emotional Things

Designing For The Internet Of Emotional Things | Expertiential Design | Scoop.it
Personalization algorithms can shape what you discover, where you focus attention, and even who you interact with online.

Via Mario K. Sakata
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Brand Lounge's curator insight, April 24, 10:12 AM

A well-written article about the evolution of emotion-sensing algorithms with emphasis on the Internet of things (IoT), although one need to raise a concern about the ethics of emotion-sensing technology.  It will be the responsibility of the designer to deeply consider the implications of detecting, interpreting, conveying, and managing emotion. What do you think about privacy, respect, empathy aspects of this trend? How can we establish ethical design practices for the near future?

Justine Jopart's curator insight, April 24, 12:56 PM
Using emotions to personnalize our services
Mike Donahue's curator insight, April 28, 9:39 AM
If you're not already identifying the emotional outcomes you want to create in an experience you may be creating the wrong emotional outcomes. Design for emotions is not new but it has not yet become the norm and it should.
Rescooped by Michael Allenberg from #innovation(s) } Food for Thoughts
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The Path to Self-Disruption: Nine Steps of a Digital Transformation Journey – An Economist Intelligence Unit Report - BVEx

The Path to Self-Disruption: Nine Steps of a Digital Transformation Journey – An Economist Intelligence Unit Report - BVEx | Expertiential Design | Scoop.it
Digital disruption is a top-of-mind issue in the C-suites of every industry. Senior executives of traditional firms are looking over their shoulders and wondering if their firms will be the next to be “Ubered” or “Amazoned.” Far-sighted executives are asking how they can disrupt themselves by creating a new digital business—and responding with their own digital transformation journey.
Via Edouard Siekierski
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Create Memorable Customer Experiences with These Strategies

Create Memorable Customer Experiences with These Strategies | Expertiential Design | Scoop.it
"The most disruptive thing in the market is not technology, but rather the customer," proclaimed Salesforce Global Customer Growth and Innovation Evangelist Tiffani Bova's Twitter header – and s

Via Mario K. Sakata
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Rescooped by Michael Allenberg from New Customer - Passenger Experience
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Performance minus Expectations = Satisfaction

Performance minus Expectations = Satisfaction | Expertiential Design | Scoop.it
The first step in exceeding your customer's expectations is to know those expectations. -Roy H. Williams

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, April 13, 5:52 PM

"Expectations are funny things:

 

  • Customers have them, but they are not in control of them, not in control of the outcomes.
  • Customers have them, but companies must know them and understand them.
  • Companies set them (brand promise, service delivery, documentation, etc.), yet they have trouble delivering against them (consistently)."

 

Check the great interview that follows with Annette Franz & Stan Phelps

 

Next steps for your #CX - 3D from Stan Phelps:

1. Discovery

2. Designing

3. Deployment

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Disruption is about experiences. Not tech

Disruption is about experiences. Not tech. - Life Learning - Medium
Don’t get it twisted.

Via Mario K. Sakata
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Difficult Designs Are Better

Expand your users’ cognitive abilities and make them think harder. Create complex interaction flows and clever, nonobvious interfaces.
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UX + agile at The Economist

Shared learnings and practical tips on how to make UX work with Agile software development based on what The Economist UX mobile team has done in the past year.
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Video & slides from my talk Diversity by Design

Video & slides from my talk Diversity by Design - SAP Design - Medium
Adaptive Path’s Managing Experience Conference 2016

Via Mario K. Sakata
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Rescooped by Michael Allenberg from Contact Center Software
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Facebook Chat Bots: The Future of Self-Service?

Facebook Chat Bots: The Future of Self-Service? | Expertiential Design | Scoop.it
Facebook chat bots seek to enable customer self-service with its advanced intelligence capabilities.

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Vocalcom's curator insight, April 27, 4:10 AM

Facebook is determined to take customer service to the next level. The company recently revealed its Businesses for Messenger platform, highlighting the perks of its popular messaging app for customer engagement. Now, Facebook has announced it is granting businesses access to its API to further develop one feature of its Messenger platform: chat bots.

Roberto Nocera's curator insight, April 28, 3:28 AM

Are bots new apps ? #box #cxm

Rescooped by Michael Allenberg from New Customer - Passenger Experience
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The Customer Journey Map Starts With Customers

The Customer Journey Map Starts With Customers | Expertiential Design | Scoop.it
The customer journey map offers a new starting point for the CX work of the organization. Instead of starting with the silos, you are starting with your customers’ lives. In its simplest form, when

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, April 26, 3:28 AM

"Companies that transform how they grow do so because they think about the customers at the end of their decisions. Their intent is to “earn the right” to grow by improving their customers’ lives."

 

Are you aligning your organization around your customer experience?

 

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Developing a customer-experience vision

Developing a customer-experience vision | Expertiential Design | Scoop.it
To provide a distinctive experience for customers, an organization must unite around the goal of meeting their true needs. Done well, the effort can power a vast amount of innovation.

Via Mario K. Sakata
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David Tzemach Blog: User Stories |Agile Practices

David Tzemach Blog: User Stories |Agile Practices | Expertiential Design | Scoop.it
Michael Allenberg's insight:
User Stories are as important as design... Get them done correctly!
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Applying Inspirational Design Thinking to Tackle Breakthrough Innovation

Applying Inspirational Design Thinking to Tackle Breakthrough Innovation | Expertiential Design | Scoop.it

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What Motivates Your Customers?

What Motivates Your Customers? | Expertiential Design | Scoop.it
Here's what two New York City bagel shops sitting 200 feet apart can teach you about customer loyalty.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, April 15, 2:54 AM

"Ask any entrepreneur and they'll probably tell you it’s getting harder to forge meaningful relationships with customers, as choices for just about everything multiply. That makes the little anomalies—products that elicit real emotions—really important.

 

People think they want choices. They don't. Choices increase anxiety, do you agree?

 

Your customer’s current process will be unique. Understanding it and building a product that works hand in hand with what they do already is crucial.

 

Then, you want to frame the conversation in a way that allows your customers to easily opt into whatever you’re building. Help them skip to the bottom of that funnel they want no part of going through."

 

Brian, does this mean you will recommend for Stemless to work with Black Seed for easy pickup at their favorite coffee and bagel place... :)

Mike Donahue's curator insight, April 15, 9:49 AM
A good article that shows how easy it is to be wrong about why people are choosing your brand, and how that can leave you wondering how you lost your customers.
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How To Take Charge Of A UX Kickoff Meeting – Smashing Magazine

How To Take Charge Of A UX Kickoff Meeting – Smashing Magazine | Expertiential Design | Scoop.it
I once worked with a digital agency that didn’t know how to hold a kickoff meeting. And they didn’t even know that they didn’t know. Weeks into every project, they’d simply find themselves frustrated over how they’d ended up in a position of following rather than leading. They would fight to get their good ideas out the door but end up on defence all the time when their clients came back screaming with arguments based on whim and vapor. The agency just couldn’t figure out how to establish itself as the UX leader of its projects, despite being hired to play exactly that role. I’m not even sure they recognized what it meant to lead.
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Rescooped by Michael Allenberg from #innovation(s) } Food for Thoughts
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The Path to Self-Disruption: Nine Steps of a Digital Transformation Journey – An Economist Intelligence Unit Report - BVEx

The Path to Self-Disruption: Nine Steps of a Digital Transformation Journey – An Economist Intelligence Unit Report - BVEx | Expertiential Design | Scoop.it
Digital disruption is a top-of-mind issue in the C-suites of every industry. Senior executives of traditional firms are looking over their shoulders and wondering if their firms will be the next to be “Ubered” or “Amazoned.” Far-sighted executives are asking how they can disrupt themselves by creating a new digital business—and responding with their own digital transformation journey.
Via Edouard Siekierski
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How Leaders Prepare for IoT's Year of the Customer - Smarter With Gartner

How Leaders Prepare for IoT's Year of the Customer - Smarter With Gartner | Expertiential Design | Scoop.it
With more companies planning to deploy Internet of Things (IoT) projects in 2016, CIOs must be prepared to lead the initiative to ensure it delivers value.
Via Fred Zimny
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Rescooped by Michael Allenberg from Effective UX Design
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Designing with eye tracking in mind - InVision Blog

Designing with eye tracking in mind - InVision Blog | Expertiential Design | Scoop.it
The fewer saccades involved in visually processing your website, the more information users can take in, understand, and act on.

Via Terry Patterson
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