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Customer Experience is Defined by the Experience Customer’s Have, Remember and Share


The funny thing about customer experience is that, for all of its good intentions, it is a bit ironic.

Business Innovation, Culture 2.0 and the Importance of Shared Experiences

Leo Bottary is a well-known author and keynote speaker. He’s also a long-time friend of mine. For several years, I had the opportunity to tour the Vistage conferences as they toured the U.S.

The Construct for Digital Transformation and Business Model Innovation


Digital transformation is the new black. It is one of those catch-all terms that seems to describe any investment in trending digital technologies and modern processes and philosophies.

Social media gave everyone a voice, on the other hand, it also gave everyone a voice


We live in a world where where information and misinformation is prevalent and weighted equally all too often.

The Future of Brand, Tech and Business is Experience


If you’ve never attended the Next Conference in Germany, plan for the next event. It combines elements of SXSW in a festival, city-wide format where people, technology, music and art converge into an experience that’s anything but a conference.

Contrary to Its Name, Digital Transformation is not Digital-First: An Interview with Steve Snyder of the Massachusetts Convention Center Authority


“To thrive in a digital economy, create a safe and empowered environment for employees to learn and take risks.” Technology may be at the core of digital transformation, but it’s severely limited in its promise if it’s not influenced by human beings.

Breaking the Digital Fourth Wall Through Experiential Storytelling


The fourth wall is the space that separates a performer or performance from an audience. A character, actor, author or storyteller “breaks the fourth wall” when they address the audience directly.  As an analyst, author, blogger, podcaster and creator, I am by default, in the content business.

It’s not the End of Retail, It’s the End of Retail As We Know It


Retail, like every industry, faces digital Darwinism as technology and markets evolve and disrupt. This isn’t new.

Breaking the Digital Fourth Wall Through Experiential Storytelling


The fourth wall is the space that separates a performer or performance from an audience. A character, actor, author or storyteller “breaks the fourth wall” when they address the audience directly.  As an analyst, author, blogger, podcaster and creator, I am by default, in the content business.

Brand Innovation and Customer Experience Design: An Interview with Comcast’s Chris Satchell


The potential for breakthrough innovation is at its greatest when there’s purpose. And in an age of disruptive technology, humanity is becoming a killer app.

Brand Innovation and Customer Experience Design: An Interview with Comcast’s Chris Satchell


The potential for breakthrough innovation is at its greatest when there’s purpose. And in an age of disruptive technology, humanity is becoming a killer app.

Insights on the Future of the Internet of Things (IoT)


I once referred to the consumer-facing Internet of Things (IoT) as the Internet of Sh!t. My point was that the entire ecosystem of IoT devices was created through technology-centered devices that were limited in scope, breadth and compatibility.

The CX Imperative and The Role You Play in Making Business Personal


i Every now and then, I am asked to write the foreword for a great book. And, every now and then, I say yes.

The CX Imperative and The Role You Play in Making Business Personal


Every now and then, I am asked to write the foreword for a great book. And, every now and then, I say yes.

Digital Transformation – Rewriting the Rules of Business


We live in an era of digital Darwinism. As customer expectations evolve and move toward personalized experiences and beyond transactions, companies in every industry must focus digital transformation on not only digital, but also people, purpose, and relevance.

Digital Transformation – Rewriting the Rules of Business


We live in an era of digital Darwinism. As customer expectations evolve and move toward personalized experiences and beyond transactions, companies in every industry must focus digital transformation on not only digital, but also people, purpose, and relevance.

Deepening Customer Relationships with Contextual Content


Guest post by Rebecca Lieb and Jaimy Szymanski, Content: The Atomic Particle of Marketing In the “phygital” world that marries our physical and digital presences, content is ubiquitous.

Digital Transformation Must Lead to Business Transformation


Who owns digital transformation within your organization? Is it the C-Suite, marketing, IT, HR? It’s now essential for all stakeholders – no matter their level or role – to become acquainted in the purpose of digital technology if orgs are to succeed in this new economy.

Destination CRM: UX Can Make Your Business Disruption-Proof

Brian Solis, Destination CRM User experience design is now a C-level imperative, whether executives get it or not.

Is Retail Dying or is it Time for a Renaissance?


Guest post from Michel Lewis (@BizMike), founder of RoomSignal and long-time friend of Brian. Retail is dead.


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