Design, Experience & Innovation Strategy

The importance of starting with “Why?”

Note: This is a re-post from the former IBM Interactive blog. By Julie Schwartz, Jon Wiita, and Adam Shatzkamer The iX Customer Experience Strategy Team was recently enlisted by a US insurer to help advance its omnichannel experience strategy for the retail channel. The client has been the global leader in providing insurance and protection […]

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Digital convergence: are you ready for mobile?

Note: This is a re-post from the former IBM Interactive blog. By Adam Shatzkamer, Jon Wiita, and Julie Schwartz In 2010, Kleiner Perkins’ Mary Meeker wrote a prescient report (http://gigaom.com/2010/04/12/mary-meeker-mobile-internet-will-soon-overtake-fixed-internet/) predicting that mobile internet usage would surpass desktop usage by 2015, resulting in the below infographic. Explore more infographics like this one on the web’s […]

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Even More Truth about Customer Experience

Note: This is a re-post from the former IBM Interactive blog. By Anthony Butler and Adam Shatzkamer The Harvard Business Review recently published an article titled ‘The Truth about Customer Experience’ (HBR, September 2013) by Alex Rawson, Ewan, Duncan and Conor Jones, Partners with the global consulting firm, McKinsey & Company. As customer experience professionals, […]

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