Internet of Things (IoT) is the new frontier in tech. Chief Experience Officers have the tremendous opportunity to seize large market shares by prioritizing IoT experience design, and IoT’s rapid deployment will only accelerate as more devices become Wi-Fi enabled.[Read More]
More than two years ago, in April 2014, Panera announced their Panera 2.0 program. It contained a series of technological initiatives designed to allow customers to interact with Panera in new and innovative ways, including advance ordering and pick up, fast-lane kiosks to order in while dining, ordering from your table within the restaurant, and the ability to save customized orders within the restaurant. While this was slated to roll out in all stores by the end of 2017, Panera is already seeing rising stock value¹ from the initiatives in the last few months. We believe that these new developments really show that Panera is forging a new path for the customer experience in restaurants. To confirm that, we decided to take a look at some of these initiatives from a customer’s perspective, with a quick field trip to the Panera location near our Miami office.[Read More]
To lace or not to lace, that is the question. Well, lucky for you, I have the answer.
First, I’d like to discuss how one would approach the usability of something such as athletic footwear. Then, I’ll share an actual personal experience of mine that validates the process, a success story of my own if you will.[Read More]
mCommerce is shifting in a direction to cater towards those that are digital native (Millennials), not digital immigrant (the rest of us). Personalization and customization is a requirement for Millennials, yet many Fortune 1000 companies are challenged with barriers on infrastructure and data governance that don't allow for CX/UX professionals to provide an engaging experience for Millennials. This generation is demanding an omni-channel experience at a higher velocity, and as a result, many companies are being challenged with shifting priorities.