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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.

A Real-Time Conversation About AI and the Future of Work


 I recently had one of the most fast-paced, fun and provocative conversations I had in a while. It wasn’t something that happened in IRL.

A Real-Time Conversation About AI and the Future of Work


   I recently had one of the most fast-paced, fun and provocative conversations I had in a while. It wasn’t something that happened in IRL.

Why your website (and CX) suck and how to better engage digitally-savvy consumers


I recently had an opportunity to speak with Juliet Stott of Content Magazine about the impact digital has had on marketing, how customer experiences can help marketers differentiate their brands, and why websites in general, suck.

Why your website sucks and how to better engage with digitally-savvy consumers


I recently had an opportunity to speak with Juliet Stott of Content Magazine about the impact digital has had on marketing, how customer experiences can help marketers differentiate their brands, and why websites in general, suck.

It’s Time to Bring Digital Literacy to the C-Suite


I think the next big thing following massive innovation on the CX front is EX…employee experience. But, to do so requires a level of inward empathy not usually found roaming the halls of the C-Suite.

X Marks the Spot Where the Medium is the Message


Several years ago, I embarked on a crazy journey to reinvent the book to make it a physical metaphor for the purpose of the book.

Experience Happens: Design What You Want People to Feel


“Experience” is one of those words that is both aspirational while also meaning something uniquely different to each person who uses the word.

Designing the Experience: My Ongoing Experiments with Book Trailers and Storytelling


I’ve always been fascinated by Hollywood trailers. So much so, that 10 years ago, I was determined to develop a trailer for my next book at the time, Engage!


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