Felipe Luz

55 Flips | 4 Magazines | @FluzFutureBrand | Keep up with Felipe Luz on Flipboard, a place to see the stories, photos, and updates that matter to you. Flipboard creates a personalized magazine full of everything, from world news to life’s great moments. Download Flipboard for free and search for “Felipe Luz”

ERP and CRM: Two Sides of Same Profitability Coin

In today’s technology world, companies have gain the ability to access data in real time and streamline business processes to stay on top of their …

Project Management

R.I.P. E.R.P.

The “Bitcoined” Enterprise<p>Digital Transformation will kill ERP. It is a strong statement but at this time nothing is more certain than change. When …

Blockchain

Key Takeaways From SAP's Q4

In continuation with its strong performance through Q3, software giant SAP delivered decent earnings in Q4. Revenues grew 1% over the prior year period to $8 billion and were in line with market expectations. Aided by a strong increase in new cloud bookings, revenues from the cloud business …

How Art-Deco Glamour Is Fast Replacing Scandinavian Cool in L.A.

The hottest new restaurants and bars across the city wax nostalgic for its Old Hollywood roots<p>For the past several years, the prevailing design trend in Los Angeles’ booming foodie scene has been a Scandinavian-inflected California cool. Throughout the trendiest new eateries, the recurring theme is …

5 Retail Transformations that Marketers Must Understand

By Heike Young<p>Big changes in ecommerce, mobile payment, social customer service, and customer experience have led retailers to a scenario where much …

Customer Experience

The Future of Beacon Technology | Guest Post

Guest Post by Jakub Krzych, CEO and Co-Founder of Estimote Jakub Krzych is CEO and Co-Founder of Estimote, Inc. In this (epic) guest post, he …

10 Customer Experience Trends for 2016

Separating your organization from the competition is no longer about price and features; rather, it’s about providing a high quality customer …

What a Great Digital Customer Experience Actually Looks Like

Customer experience has been defined as the quality of all of a consumer’s encounters with a company’s products, services, and brand. While a strong customer experience has been shown to produce significant results—more customers, more sales, and more loyalty—many companies still struggle to …

Customer Experience

Customer Experience

Staying focused on the customer is something that’s easy to say, but more challenging to put into practice. While there are a plethora of new …

The Year Of The Customer: 16 Customer Service And Experience (CX) Trends For 2016

What does the future of customer service and customer experience look like?<p>Before we can predict the future, we must understand a little about the past and a lot about the present. To see where we’re going, at least in the next year or two, just look at what’s been trending in the last twelve …

Customer Experience

5 Things That Are Killing Your Customer Experience

Companies have a bad habit of treating customers like a flakey guy would treat a girl he didn’t care about. Once they have the customer, they don’t want to deal with what it takes to manage that relationship. Don’t mis-read me; you are in a relationship with your customers. Are you being the flakey …

Customer Experience

How the Internet of Things is becoming the 'Internet of Commerce’

The 29th Mobile World Congress is in full swing, and amid the flurry of new device announcements, the main conversation piece in Barcelona has been …

The Key Disruptive Digital Trends Leading to a More Personal Experience for Consumers

This year is looking to be very disruptive for retailers, thanks to the digital transformation that took place last year and the expected changes …

Customer Experience

To Win Customers, Stop Selling And Start Seducing

If you want to win over customers, stop selling and start seducing them instead. This was the underlying message of a talk I heard recently by behavioral economics professor and bestselling author Dan Ariely. Ariely has mounds of data to prove that people have irrational tendencies. His studies and …

Selling

AI, Data, and Empathy: The Future of The Customer Experience

Taking care of its customers is one of the most important aspects of most companies’ business, as customers drive every success and failure. The …

Digital Commerce: 5 Trends To Rewrite Retail Customer Experience

Is retail dead? Maybe it just has to reinvent to embrace the latest trends of digital commerce, in the name of retail customer experience

Customer Experience

The Warby Parker Retail Customer Experience: Five Best Practices Every Retailer Needs To Borrow

Today, I’m going to share five retail customer experience practices from the wildly successful Warby Parker retail eyewear showrooms, which are estimated by the <i>Wall Street Journal</i> to rake in $3,000 per square foot, an amazing figure for anyone not named Apple or Tiffany. (Note: Warby Parker, which …

Customer Experience

How Retailers Will Survive In The Amazon Era

Hire a service designer, for starters.<p>There’s no way around it—the past year has been rough for retail. Even the stalwarts have taken a hit: Nordstrom had a terrible run on NASDAQ; Macy’s cratered, with its stock ending 2015 40% down for the year; and Walmart is shutting down over 250 stores …

eCommerce

It’s (Pokémon) Go Time for Grocers

It's been three weeks since the launch of Pokémon Go, a mobile game that began taking the country by storm just days after its release. And given the …

Getting Inside the Head of the Millennial Shopper

Millennials are often called the “C” generation – “C” meaning “connected.” This group of consumers has had technology in its hands since its toddler …

eCommerce

2017 Customer Experience Trends

Innovation that lets firms reach out and touch their customers is moving at warp speed, building on expectations that were unthinkable just five …

The CEO guide to customer experience

Companies that create exceptional customer experiences can set themselves apart from their competitors.<p><b>What do my customers want?</b> The savviest …

The four pillars of distinctive customer journeys

New research reveals that focus, simplicity, “digital first,” and perceptions matter most.<p><b>In recent years,</b> customer experience (CX) has emerged as a …

Banking

Five Trends Shaping The Future Of Customer Experience In 2017

It’s that time of year! The 20-somethings drink too much at the holiday party, you book your ski season Airbnb, watch <i>Elf</i> and <i>The Holiday</i>, and reflect back on the year behind you. And as is custom here on Forbes I look at the year ahead in customer experience. In my customer experience predictions …

Customer Experience

Amazon’s Next Big Innovation – Brick and Mortar Shopping

By<p>Jan. 12, 2017 3:56 p.m. ET<p>Amazon.com rang the death knell for the retail industry when it made its first online book sale in 1995 and was dubbed …

Study: Generation Z shoppers prefer physical retail stores to online shopping

Just because Generation Z, whose oldest members were born in the mid- to late 1990s, grew up not knowing a world without smartphones, the internet, and other digital devices, does not mean that they prefer online shopping to buying in physical stores, according to a new survey from IBM and the …

5 Ways Amazon Will Disrupt Commerce Before Amazon Go Comes To Your Neighborhood

In the midst of the year’s busiest shopping season, Amazon.com Inc. surprised some with one of its next-gen commerce announcements. Amazon Go, which promises to eliminate the checkout altogether, generated headlines in mainstream media and prompted some to contemplate the potential demise of retail …

Amazon Echo

Millennials may love online shopping but teens are basically keeping mall stores in business

For so many of us, going to the mall when we were teenagers was the best way to spend that after school time before our parents made us come home and …

Omnichannel hits a snag

<i>This story was delivered to BI Intelligence "E-Commerce Briefing" subscribers. To learn more and subscribe, please click here.</i><p>As e-commerce continues to rise, mobile shopping, both in-app and in-browser, is rising too. But buying on other, newer channels, like SMS, chat apps, and social media, …

A French grocery store is fighting Amazon Go with a secret weapon: human intelligence

In Amazon’s vision of the future, the groceries we pick out are lovingly tallied by machines, allowing customers to just walk out the door when they have everything they want to buy.<p>But a French grocery store, Monoprix, has provided a similar service for years by leveraging vision, soft robotics, …

eCommerce