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Adapt or die: How the travel industry can survive in the era of digital...
Why bridging the gap between current guest experience and their expectations holds the key to the travel industry’s success. We live in an era of digital Darwinism, where technology and society are...
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The Art of Storytelling in an Era of Connected Audiences
Once upon a time, brands and agencies set out to tell the most engaging, transparent and shareable stories the world had ever seen. Little did they know, the audience would become storytellers in...
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If we don’t disrupt ourselves, it will be a gift given to us by someone else
We all talk of change. But it’s a much different story when the need to change becomes our reflection in the mirror. It’s not easy. But if we are to affect any change around us, we must begin with...
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You are not a digital marketer…at least not yet
There are no shortage of books to help you become a modern or innovative marketer. At the same time, there is a scarcity of useful, actionable and thought-provoking content to actually help you excel....
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Exploring digital transformation and influence
I constantly face a challenge in that I spend so much time researching and writing that I barely have time to promote my research and writing. I often think, “what’s the point of doing all of this...
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Digital Transformation is not a Cost-Center, It’s an Investment in Market...
In many progressive cases, digital transformation prioritizes customer experience initiatives. Because it focuses (or should) on customer behavior, preferences and outcomes, digital transformation...
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WTF: What’s The Future of Travel and Hospitality?
We live in an era of digital Darwinism as technology and its impact on consumers continue to rapidly evolve. The question is, where do we fall in the evolution and how does this transformation impact...
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How Digital Disruption is Changing Customer Experience
Oracle invited me to present at its Modern Customer Experience event in London. That was one of the most memorable speaking experiences I’ve had to date. Have you ever been to a silent disco aka...
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Las seis etapas de la transformación digital
For all of my Spanish speaking friends, my Prophet colleague Joseph Gelman and I have published an in-depth article based on my research-based maturity framework, “The Six Stages of Digital...
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The Next Round of Modern Commerce Disruption
The evolution of modern commerce is underway. Every day, we are introduced to new, niche players that introduce new personalized product and business models. At the same time, traditional retailers...
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To innovate or advance digital transformation, look outside your industry
My good friend and journalist Dan Tynan wrote two exceptional pieces on digital transformation in Adweek, “5 Steps for Digitally Transforming Your Marketing to Be More Responsive to Customer Needs”...
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How to Transform Digital Customer Experiences for the Connected Customer
Digital transformation is only becoming more prominent in driving business modernization. Yet today, it is rarely designed, led and managed as one, sweeping, coordinated effort across the enterprise....
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Brands of the Future: The Critical Relationship Between BX, CX, UX and EX
Businesses are doubling down on customer experience and rightfully so. The customer has never been more connected, informed and empowered. Any brand hoping to survive and thrive in an era of digital...
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AI, Chatbots and Designing the Next Generation of Automated Customer Engagement
No matter how much sweetness or spin you add to it, early incarnations of AI-powered chatbots are the call centers of this generation. They’re cool. They’re scalable. They’re relatively inexpensive...
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Silicon Valley Uncovered: The evolution of tech, media and its impact on society
In 2010, my dear friend Hermoine Way invited me as the first-ever guest on her then new show, “Silicon Valley Uncovered” for TheNextWeb. It aired on January 18th, 2011. I share this with you because...
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The Importance of Experience Design and the Future of Brand
Customers today are accidental narcissists. Tomorrow is an entirely new game brands, CX strategists and marketers. Disruption is a gift either given to you or by you. Knowing this, we are still making...
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Here’s to the past, but now it’s time to learn and unlearn toward the future
How we measure future success is based on yesterday’s understanding of what success meant. It was a different time. The experiences that many deliver today are based on standards of the past and what...
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The New Experts: How Robotics, AI and Automation Are Shaping the Future of...
Sophia, the AI-powered robot who was infamously granted citizenship by Saudi Arabia recently beat me out for two keynote speaking opportunities. True story. This is how I opened my presentation at...
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The Future of Brand is Experienced and Shared
That one time I was in Genève… What a wonderful way to start any sentence. Shortly after X: The Experience When Business Meets Design launched, I was invited by my good friend Arnaud Grobet to visit...
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If you had one hour with Mark Zuckerberg, what would you ask? Here’s what I...
onstine In the wake of Cambridge Analytica, data misappropriation, #deletefacebook, calls for regulation and pending testimony to U.S. Congress, Facebook announced a series of initiatives to restrict...
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