Thursday, January 29, 2015

The Total CX Leaders 2015 Full Program Released & a $700 Savings

Every person in an organization impacts the customer experience in some way.  It is critical that all employees are aligned and invested in the CX strategy, in order to produce customer interactions that are useful, easy, and enjoyable.

At The Total CX Leaders Conference, June 3-4 in Miami, FL, CX experts unite to share trends, insights and best practices for designing, measuring, aligning and communicating your customer experience strategy to create a seamless omniexperience for modern customers.

Total CX Leaders Conference
June 3-4, 2015
Trump National Doral
Miami, Florida

For more information, visit our website:

2015 Speakers Include:

·         Former Disney Exec, Darryl Speech, Chief Customer Officer, Greystone & Co, Inc. shares Walt Disney Company best practices and how to design a customer centric culture.
·         Michael Lenz, Global Director of Brand Experience, Cisco presents insights on how to manage experience for tomorrow's business now.
·         CX Trends Expert, Maxwell Luthy from showcases cutting edge customer experiences from leading brands from Boston to Beijing.

Download the brochure for full conference details:

Join CX leaders and decision makers responsible for creating winning CX strategies this June in Miami! 

Don't miss out, register today and lock in the lowest rate- save $700 off the standard rate:

The Total CX Leaders Team

Tuesday, January 20, 2015

Is the Internet of Things the Future of Customer Experience?

Retailers are constantly looking for ways to improve their customer experience and the increasing move from the physical world to the online world means the Internet of Things (IoT) is becoming the future of customer experience. The IoT is a network of objects, products and services that are digitally interconnected and can communicate with each other without human interaction. Without sounding too utopian, it means that maybe in the near future your watch could soon communicate with your television which in turn could control how much water your vegetable garden gets. In essence it makes our lives a lot easier.

These advances in smart technology mean that everything we do can become more programmable and personalized, which is a huge benefit for retailers and customers alike. The IoT means that real time analytics will be able to give customers a better and often more efficient retail experience. For example, Internet technology such as Bluetooth beacons will be able to connect with smartphones as customers enter a store and check their movements. When compared to the customer’s purchases, it can help to create an idea of what the optimum layout for the store should be, which in turn will aid the retailer’s future revenue. In terms of customer aid, in one French clothing store Kl├ępierre, there is an ‘inspiration corridor’ that means the customers can receive information and images of recommended clothes using a Microsoft Kinect body scanner. The clothes will come up on screen and they can pick and choose what they like and the whereabouts of the clothes are linked with their smartphones so they can easily be found. These in time analytics help to create an easier and more unique experience for the shopper and retailer.

Zebra Technologies have found that almost 96 percent of retail decision makers are prepared to implement the changes in order to utilize IoT technologies. It was found that 67 percent have already implemented IoT and 26 percent planning to use it within the year. More than half of the firms surveyed expect IoT to give them greater information about the condition and whereabouts of items which will lead to a better customer experience and new revenue streams. Already technology such as RFID has given benefits to retailers such as 99 percent inventory accuracy and a 2-7 percent sales increase. Research firm Gartner believes that by 2020 we will have 26 billion smart and connected products in use (around 3.3 devices per person, not including smartphones and tablets).  

However, there are drawbacks - Zebra Technologies found that 56 percent of the companies said integration challenges were a big problem to adopting the IoT and 47 percent were concerned about security and privacy. There may be a lot of people who would not like to have their likes and locations constantly tracked and analyzed.

The Internet of Things does seem to be the future for retail. This divergence of the physical and digital world means retailers will be increasingly providing a service as well as just a product. By providing a better service and improving the consumer’s experience will ultimately result in higher revenue and keep customers coming back.

About the Author: Harry Kempe, a marketing intern at IIR USA, who works on various aspects of the industry including social media, marketing analysis and media. He is a recent graduate of Newcastle University who previously worked for EMAP Ltd. and WGSN as a marketing assistant on events such as the World Architecture Festival, World Retail Congress and Global Fashion Awards. He can be reached at

Thursday, January 8, 2015

Strengthen Your Leadership Skills in 2015 Behind the Scenes at Disney

It's that time of year again... the New Year brings about resolutions - what's on the top of your list?
If your 2015 resolutions include advancing your leadership skills (based on principles from The Disney Institute and Lee Cockerell's experience as Executive Vice President of Operations, Walt Disney World!), as well as designing and sustaining high performing service cultures in your organization, then the Creating Magic Team can help! Learn more here:

Next month, William Greenwald, Founder & Chief Neuroleaderologist, Windsor Leadership Group, will lead a once in a lifetime, behind the scenes workshop in Disney World next month. Through Disney-based leadership and service case studies, hands-on learning exercises and group experiences INSIDE the Disney theme parks, you'll gain the insights and tools you need to become a better leader in 2015.

Workshop highlights include:

·         2 days of experiential learning at Hollywood Studios and EPCOT Theme Park
·         3-day Disney Park Hopper Pass (that's one extra day on us - bring the family, stay & play!)
·         Breakfast, lunch and snacks each day
·         A signed copy of Lee Cockerell's book, Creating Magic
·         And more!

Click here for full program details:

Kick Off Your Year Right! We're making it even easier for you to meet your New Year's resolutions. 

Register by Friday, January 9th & Save $200:

Now's the time to invest in yourself and bring your New Year's resolutions to reality. Escape the winter blues and advance your career next month with us in Orlando. We hope to see you there!


William Greenwald & The Creating Magic Team