If you aren’t paying for something, you’re the product. Or your data is.

On September 3rd Michael Jordan walked to the center of the field at the onset of the University of Michigan’s first football game of the 2016 season. The eye-pleasing, ceremonial activities of (arguably) the world’s best basketball player overshadowed any discussion around the details of the contract which led to his honorary captain’s position. Continue reading “If you aren’t paying for something, you’re the product. Or your data is.”

A retrospective of the Google micro-moment Kool-Aid | Customer Experience

If you aren’t aware of micro-moments, well, I’m not sure where you have been.  The concept is simple – identifying the touch points and desires of your customers and matching them with a feature, function, content or device which reduces their frustration, friction or at least matches their expectation. Continue reading “A retrospective of the Google micro-moment Kool-Aid | Customer Experience”

A race to structure – Google AMP, Facebook Instant Articles & Apple News (what you should know)

Three major channels are making strides to normalize the format and structure of web content presented through their user interface.  The content they seek to normalize resembles content like articles & blog posts, or content marketing in general. Continue reading “A race to structure – Google AMP, Facebook Instant Articles & Apple News (what you should know)”

The Employee Experience: the secret sauce to change, evolution & success in CX

Companies are ignoring a challenge that is much earlier in the value chain than identifying their customer experience.  The desire of senior leaders to mandate a cultural shift from product or service to experience has left a void which is the foundation of its success: Employee Experience. Continue reading “The Employee Experience: the secret sauce to change, evolution & success in CX”