The intersection between digital, human and physical experiences We need to focus more on human interactions and less on digital technology. That might sound odd coming from someone who has preached digital for more than 20 years, but it's all about finding the right balance. Retailers … [Read more...] about Screens & Places: More Human, Less Digital
On October 1, customer experience professionals in 21 cities around the world will take part in the first CX Day, a global celebration of companies and people that are creating great experiences for customers. Here in Toronto, our President Steve Mast will be among the speakers participating in a … [Read more...] about Speaking Engagements: Delvinia President Steve Mast to Speak at CX Day
In the past few years there's been a lot of talk from digital marketing "experts" (yes, I somehow made double quotes with my fingers while typing) about hyper-focusing their efforts on social media; … [Read more...] about Are You Putting Your Customers’ Experience First?
The intersection between digital, social and physical experiences. Forrester recently released their second research report, Meet The Changing Needs Of Connected Customers. This is part two of a three part series. As in the first report, The Unified Customer Experience Imperative, I was asked to … [Read more...] about Screens & Places: Is digital the glue to unifying today’s fragmented customer experience? | Part Two
The intersection between digital, social and physical experiences. All brands want to create a relevant, personalized and unified experience along their customers' journey. And we all know that providing that experience in context to the customer is key. However, brands and agencies struggle with … [Read more...] about Screens & Places: When it comes to mobile, context is not everything, it’s the only thing!