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What I Learned in 2016 and What the Future Holds for Those Open to Unprescribed Possibilities


At the end or beginning of each year, smart folks ask other smart folks to contribute their thoughts about the year ahead.

Experiences are The Core Pillars of Any Brand. 


This is for my Danish friends and anyone who believes that the future of business lies in experience design.

A Personal Story: Why and How I Still Write Book in a Digital World


Believe it or not, I’m a private person. I know it seems ironic in a sense that with social media we become more connected. But I tend to not share personal information online.

4 Keys to Designing New Customer Experiences


On a cold and rainy day in Minneapolis before year’s end, I joined my Prophet colleagues at Le Meridien Chambers where we hosted a breakfast of brand champions.

The Refiners Imports Foreign Startups to Silicon Valley for Global Accerlation


In 2016 I was honored to serve as the first “Godfather” for the Refiners, a group of foreign startups partaking in a new acceleration program in San Francisco.

Customer Experience Starts with Understanding Customer Experiences and Then Designing Them – Part 2


The following discussion represents Part 2 of my conversation with Loyalty360 CEO and CMO Mark Johnson.

It’s Time to Change How Companies Perceive Customer Experience (CX) – Part 1


Last year, I spent time with Mark Johnson of Loyalty360 to discuss all things Customer Experience (CX).

Leveling Up: An Introduction to the Levels Defining the Route to Fully Autonomous-Vehicles


With all of the talk about self-driving cars, you’d think that they were already on our streets. Well, technically in some states such as California, Nevada and Pennsylvania, automakers and technology vendors are already publicly testing autonomous vehicles¾with human drivers and engineers onboard.

Top 10 Retail Banking Trends and Predictions for 2017


Every year, my good friend Jim Marous organizes a “top trends and predictions in retail banking” for the annual Digital Banking Report.

Wynn Las Vegas Hires Digital Butlers, Places Amazon Echo in 4,748 Guests Rooms


Many hotels offer USAToday for guests. Now guests at the Wynn Las Vegas will simply say, “Alexa, read today’s USAToday headlines.” I believe the future of any brand is directly tied to the experiences they design and deliver consistently through the customer lifecycle.

Google’s Autonomous Driving Group Spins Out as Waymo; Becomes the Android of Self-Driving Cars


This week, Google surprised the technology and automotive industries by announcing that it would spin-out its self-driving vehicle group as a formal business unit under the Alphabet umbrella.

Self-Driving Cars Drive Closer To Reality and Uber is or isn’t Behind the Wheel


I spent the day at Mercedes Benz Research and Development North America (MBRDNA) in Sunnyvale, California getting a full briefing on the state of the company’s EV, machine learning/AI and autonomous work.

What CMOs Must Get Right In 2017 To Succeed as an ‘Experience Business’


Like clockwork, every December, experts voice their predictions and advice to guide us in the coming year.

Conventional Beliefs and Counterintuitive Realities Driving the Future of Digital Transformation, Marketing, CX and EX [VIDEO]


It was the day after the U.S. election. I arrived in Copenhagen. I was tired. It near the end of a two week trip that took me to Munich, Amsterdam, Beirut, and London.

E-Commerce and Apps Pave the Way To The Future of Retail: Inside Amazon Go, A New Retail Experience


We’re a company of builders. Of pioneers. It’s our job to make bold bets, and we get our energy from inventing on behalf of customers.

I Answer Your Questions About the State of Digital Transformation


Where are companies at in their digital transformation efforts? This was the question I set out to answer in, “The 2014 State of Digital Transformation” report.

Dial M for M-Commerce: Why Now’s the Time to Swipe Right for Mobile Revenue


I’ve said it before and I’ll say it again, the mobile screen is the first screen, not the second screen.

Human-Centered CX: Uniting Stakeholders Across the Enterprise to Deliver a Relevant and Holistic Customer Experience


Customer experience is said to be a top business priority for most companies around the world. Many experts agree that investing in CX establishes a competitive advantage against companies that prioritize the bottom line.

Innovation in Customer Experience Starts with a Shift in Perspective


While traveling Europe this year, I met Silvia Hänig who was writing a story for Haufe.de about customer experience.

Does your brand have an experience style guide?


X has opened the doors to new countries and experiences and for that, I am truly grateful. Recently, I had the opportunity to visit Singapore and also Hong Kong.


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