Disruption Is Less About Technology. It’s About Customer Experience. Disruptive CX Strategy Needs To Get Emotional.

Why do some companies make so much profit and command price premiums while some continually  struggle to make minimum margin and gain market share despite spending good money on advertising, buying channel presence with some even having a better designed product?

The secret is very simple. Though these different high performance companies operate in very different industries and face different challenges, the major reason for their success comes down to one thing. They understand it is all about the customer experience. And they don’t even have to do it for everyone. At least not initially.

They are putting their customers at the center of their universe; they also understand that not every company can do that (including their competitors who are many times bigger and with…
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Design Leadership Is More Than Simplicity. It Is About Design Discipline.

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El·e·gant, an adjective and define or characterized by or exhibiting refined, tasteful beauty of manner, form, or style. Marc Jacob? Chanel? Jil Sander? Hermes? All are unquestionably elegant by design in the fashion world. How about smartphones or interfaces? Can they be elegant? Or what about customer experiences? Can you describe a banking or customer service experience as elegant? Most people don’t.

Is elegant a word reserved solely for tangible product? The design world likes to use words such as “elegant”, “simple” and “user friendly”, many designers understand how to subtract in creating simple and elegant design solutions. Human factors usually subtract…
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The Future of Wearables? Everyone Will Get It Wrong. And The Winner Won’t Be Google, Apple, Sony Or Microsoft.

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Wearable is hot. It is supper hot. The billion-dollar
question remains, “How do we create the iPhone of wearables?” and “How do we create
sub-ecosystems around these wearables?” and "What new business model opportunities will emerge?" The buzz is here but the money is not
here yet. Everyone is betting on it and no one can afford to miss the train. Most wearable out there are just toys for the geeks. I can't find a reason anyone wants to buy this Sony Watch. Wll now everyone can see my Facebook messages. What is dumb idea! OK I can use it to tell time and the weather.  Apple’s
iWatch or…
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Can Gadgets Save Healthcare? What’s The Next Big Disruptive Technology That Can Reinvent Healthcare? But The Fact Remains That Our Health Care System Sucks, And Will Continue To Suck.

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I like the lastest Bond movie and
the only thing I missed is smart gadgets. Bond needs to have latest tech toys. I don’t want to see Bond becoming Jet
Li. Half the fun of watching a Bond movie is reveling in the odd ingenuity of
the clever devices. Bond needs all the tech innovation he could use. Her Majesty's government is not investing enough in innovation for sure. Mi5 has a lot of catch up to do. Perhaps they should retain Idea Couture to develop an innovation roadmap? I might get a call from Sir Jonathan Evan!

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Sometimes Design Means To Achieve Timeless Deconstruction, Stimulating Unpredictability and Controlling Chaos

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Designing something simple is easy, but adding elegance and substance
requires a subtle complexity that not everyone can access and achieve. Design of elgance product is easy, becasue they don't have to deal with the complexity just as some other products. When you want elegance, ability to handle complexity and substance, that's hard.

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When it was first introduced in literary criticism, deconstructionism aimed
to question traditional assumptions about certainty, identity and truth,
asserting that words can only refer to other words. Novelist and
philosophy professor Rebecca Goldstein notes…
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The Economics of Co-Creation. Can What Happened To Microbrewery Happens To The Auto Industry?

A lot of talk and interest around the concept of co-creation. It is no question that this is going to have asting implications of how products and experiences are designed, developed and marketed. In 3-5 years, customer co-creation will be the part the norm of everyday business. Much like early days of ecommerce when people struggled with the legal, technical, operational issues. Slowly these issues will work their way out and we would look back and say “that’s simple…. makes perfect sese.”

What’s a great example of co-creation? Let’s first try to define it here as sometimes people refers it to anything from idea crowd-sourcing to technical expert groups to simple product/service/marketing customization. One good example of real co-creation is a company called Loco Motor.

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The Next Time You Pick Up The Phone To Call A Customer Service Agent You Might End Up Talking To An Inmate In Tijar, India.

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Global customer servicing outsourcing is touching us everyday and sometimes you don’t know who you’re talking to on the phone or online when you call your service provider. I have had good experiences as well bad ones and the business case for companies are obvious and the continuous drive for lower costs are pushing companies to be creative and look for emerging destinations beyond the popular candidates such as India and Philiphines despite their relative advantage in English proficiency.

India is trying to move up the food chain and trying to provide higher value outsourcing jobs while in the Philippines, but moreover in Malaysia,…
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Art Is Like Viagra For Science. Art And Science Complement Each Other In All Forms Of Sense-Making. The Magic Formula For Innovation.

“If you’ve never been lost you’ll never end up getting anywhere new”. That was a great opening line when Dan Widen tried to sum up his observations on day one of the event. It was the first time I met him in person and I must say I really like him. Not only of his achievement but his personal style of reflections. Also met with his colleague John Jay, also a great guy and honestly I was a little surprised to see them at the event, a nice surprise. I was expecting to meet with only scientists, artists and policy makers.

The STEM to STEAM workshop was hosted by RISD and funded by the…
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You Can Criticize South Koreans For The Lack Of Creativity, But You Cannot Criticize Their Hospitality. I Think They Beat The Japanese.

Seoul is really a surprisingly friendly place. It was a surprise even for me as I am so used to different hospitable culture. Despite the city is a little too much concrete and dull, the younger generations of Koreans are bringing life to the city. They are different from the Shinsedae (means new generation in Korea in the 80s) who are now older, the current generation of young people is technologically savvy, heavily immersed in consumption both material and cultural and they are the first generation who have the opportunity to travel abroad for visit or study with the liberalization of overseas travel and the advent of an era of information and communications. Funny after the first day of meeting till 7pm started right when I arrived…
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Maison Moschino Milano – Il Mio Tipo Di Hotel! The Boutique Hotel Craps From Big Chains Are Bascially 4 Stars Fast Food.

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Boutique hotel is my thing, it is not about being cool or be seen, I’ve passed that stage and it is not about the brand. Do I care if it is W or X or Y? I am sick of staying at the Sheraton or Marriot of the world, it is not only depressing, it reminds me that I am another those global travelers without a life. Although that’s not quite the case. I travel around the world for a reason, a good one. It is my job. And I am a byproduct of globalization. With a handful of passports, hotel loyalty cards and Facebook contacts (used to be Roladex), I am at home anywhere in the…
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