Digital-physical convergence brings customer experience to new levels

Disney’s personalized, waterproof wristbands employ radio frequency (RF), or Bluetooth technology. Adults can use them to make payments, open hotel room doors and provide their children with set spending limits. 
Disney isn’t the only pioneer blending the distinctions between online and offline. Major League Baseball (MLB), National Football League (NFL), Macy’s, Starwood Hotels & Resorts Worldwide and Starbucks are also engaged in similar multi dimensional experiences.
MLB and NFL will feature iBeacon enabled experiences for fans in stadiums within the next year, offering ticketing, directions, location related videos and discounts and other features. Unique Experiences Burberry will have radio frequency identification (RFID) chips attached to clothes that prompt related photos and videos when the clothes are brought near screens in fitting areas. Lowe’s has a smartphone app for finding where a product is in its store, Starwood enables guests to unlock hotel room doors with their smartphones and Starbucks allows payment via Square or Apple Passbook apps.

(via Oh Boy! Disney Bridges the Physical-Digital Divide)

Digital-physical convergence brings customer experience to new levels

Disney’s personalized, waterproof wristbands employ radio frequency (RF), or Bluetooth technology. Adults can use them to make payments, open hotel room doors and provide their children with set spending limits.

Disney isn’t the only pioneer blending the distinctions between online and offline. Major League Baseball (MLB), National Football League (NFL), Macy’s, Starwood Hotels & Resorts Worldwide and Starbucks are also engaged in similar multi dimensional experiences.

MLB and NFL will feature iBeacon enabled experiences for fans in stadiums within the next year, offering ticketing, directions, location related videos and discounts and other features. Unique Experiences Burberry will have radio frequency identification (RFID) chips attached to clothes that prompt related photos and videos when the clothes are brought near screens in fitting areas. Lowe’s has a smartphone app for finding where a product is in its store, Starwood enables guests to unlock hotel room doors with their smartphones and Starbucks allows payment via Square or Apple Passbook apps.

(via Oh Boy! Disney Bridges the Physical-Digital Divide)

The digital strategy execution crisis
The bolt-on approach to digital strategy within certain companies reflects their failure in uniting marketing and technology management on a common path.
(via CEOs favour ‘bolt-on’ digital strategies over digital ‘transformation’, says Forrester study | The Drum)

The digital strategy execution crisis

The bolt-on approach to digital strategy within certain companies reflects their failure in uniting marketing and technology management on a common path.

(via CEOs favour ‘bolt-on’ digital strategies over digital ‘transformation’, says Forrester study | The Drum)

Customer experience is the ‘eat healthy and exercise’ of the business world.

  • Everyone knows it’s important, and why.
  • When talking to others we probably pretend we do it better than we actually do.
  • Deep down we aren’t quite sure what we should do – it’s complicated and confusing.
  • The things we know we should do just aren’t that fun or exciting, so we often avoid them.
Via Megan Burns, Forrester