Our latest POV on how customer experience drives everything from concept and creative to design and technology

The Journey of Journeys: Moving from Mapping to Management

By Asa Sherrill and Diane Magers, CCXP Changes in the market and in the expectations, behaviors, and values of consumers continue to drive a heightened sense urgency for brands.  It requires a need for a concentrated experience focus when crafting a progressive, yet sustainable business strategy to respond to those changes. Experience management is how […]

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Designing Cross-Cultural Digital Experiences: 2 of 6

In my last post I outlined a framework to improve cross cultural communication in the digital realm utilizing some of the concepts from the field of cultural anthropology.  In this installment, I will focus on the first construct that I discussed in my last post – cultural context. According to Edward Hall, the pioneer of this concept, […]

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Designing Cross-Cultural Digital Experiences: 3 of 6

The field of chronemics is another branch of cultural anthropology that can be applied to digital communication. It relates to the way we structure and use time. Chronemics is frequently defined as the study of the role of time in communication. As I mentioned in an earlier post, notions of time play a significant role in the […]

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Designing Cross-Cultural Digital Experiences: 1 of 6

A few decades ago Chevrolet had a much publicized failure rolling out their model the Nova in Mexico. It turned out that “no va” means “doesn’t go” in Spanish. Not really an ideal name for a car. Years later in Italy a campaign for Schweppes tonic water translated the name into Schweppes toilet water. Sales […]

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Ramifications of the Inverted Bell Curve

In my last blog post I introduced the concept of the inverted bell curve.  The ramifications of the inverted bell curve are many, but primarily focus on how it no longer pays to be “middle of the road.”  In addition to cultural affects like the hollowing out of the middle class, the inverted bell curve impacts […]

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