by Tenielle Maris. Consumers no longer see the walls between the physical and digital worlds, and neither should we.
Tag archives: experience economy
Brand Experience: Modern comms demands blurring the lines
by Mike Silver. Up until very recently, agencies were grouped together in neat little acronym boxes: BTL, ATL or TTL.
The Real McCoy: A space in time
by Sean McCoy (@TheRealMcCoyTRM) While there a business necessity to optimise space usage and the cost impact of people, there is a need to more deeply consider the role of the internal experience design and its connection to service delivery — in my view, the ultimate opportunity for competitive advantage.
The Real McCoy: The broken value chain of air travel
by Sean McCoy (@TheRealMcCoyTRM) How complete is our value chain, really, and to what extent are we looking at the service experience across the whole of it? Do we take accountability for the full user journey, or do we pass the buck when service delivery gets tough and problematic, blaming our inefficiencies on a whole host of factors, other than that we’ve never really addressed it internally or possibly just neglect it?