Seamless – Overcoming Futurephobia by Weaving a Thread Between Past, Present and Future
Autor A Sorman–Nilssonen Limba Engleză Paperback – 20 apr 2017
The future doesn′t unfold neatly in fact, it′s often a disruptive slap in the face. Seamless is the key to a successful business future, and this book shows you how to make seamlessness work for your company, starting today.
- Design away the friction with transformative customer experiences
- Weave disparate channels and parts of a brand together into a seamless whole
- Take an integrative, rather than additive, approach to communications
- Achieve the highest level of customer intimacy, the key to customer loyalty
- Drive seamless change inside your organisation by designing journeys of constant adaptation
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Specificații
ISBN-10: 0730332853
Pagini: 288
Dimensiuni: 153 x 227 x 21 mm
Greutate: 0.46 kg
Editura: Wiley
Locul publicării:Melbourne, Australia
Public țintă
- Chief Information Officer
- CIOs are trying to figure out their future roles in organisations as other non–IT functions are taking a larger chunk of the IT budget. They want to have a seat at the C–level table and design an IT architecture for the future, both internally and externally. The idea of technological ‘seamlessness’ is one that is seen as the holy grail by CIOs.
- Chief Marketing Offer
- The marketing function is increasingly trying to figure out how to weave together digital and analogue channels, and are using technology and customer experience design to ensure that transitions between communication channels and customer journeys are perceived as effortless and seamless.
- Sales Directors
- In an era where the customer is increasingly in charge, the role of the sales function is shifting. No longer is sales about pushing products and solutions the customer doesn’t need. Instead it is about problem finding, partnership and providing educational foresight for clients.
- Customer Experience Designers
- As customers are taking important life matters into their own hands via phablets, tablets and smart devices, the idea of customer experience and client journeys must be at the forefront of every brand’s thinking. An increasingly important role in these organisations is thus the Customer Experience Designer whose role it is to wow and woo the clients. Again, they need do design journeys which complement each other across a variety of digital and analogue media. Seamlessly.
- Heads of HR –
- HR is scratching their heads wondering if their talent is up for the digital shift we are experiencing now. Is there deadwood in the organisation? Can we make transformation seamless by design, or does it always have to be disruptive? What values and which style of culture do we have to create to lead transformational change? Is seamless transformation even possible?
- Entrepreneurs / Managing Director
- This audience is seeking to design agile organisations who are able to transform the customer experience, and stand out by virtue of great design, and client empathy, while also leading innovative teams who embrace the future.
Descriere
The way people shop and buy has fundamentally changed. Through the unique lens of the Hero′s Journey, Seamless takes readers on a tour de transformation of buyers and businesses in the digital era.
Brian Halligan, co–founder and CEO, Hubspot, NYSE: HUBS
When the unstoppable force of Anders′ furious futurist′s intellect crashes into the immovable object of his mother′s sense of family and tradition, sparks fly. Our hero′s journey turns out to be anything but seamless. It holds lessons for all of us pushing the digital envelope in a persistently analogue world.
Mike Hanley, Head of Digital Communications, World Economic Forum
Anders has never been one to settle and as a result, we are all benefactors of his restless, curious nature, of his fresh ideas, well–plotted hypotheses and that ingenious way he wraps up the past, present and future into a timely, mind–bending bundle for readers to unpack.
Lisa Messenger, founder and editor–in–chief of Collective Hub
The future doesn′t unfold seamlessly often, it′s a slap in the face. How do we shed the scar tissue keeping us locked in the status quo? Transformation can be restorative or destructive the difference is in the approach. The future belongs to those brands that are able to weave together the past, the present and the future into a seamless and inspirational hero′s journey.
Seamless provides the antidote to the friction, inconvenience, arrogance and grating seams that turn customers away and cement organisational inertia. In this insightful book, author and futurist Anders Sörman–Nilsson shows you how to smooth transitions, integrate disparate channels and give your customers the streamlined experience they crave.
This is your handbook for achieving a seamless future for your brand. Learn how to:
- design transformative customer journeys
- turn your customers into fans and brand advocates
- use your stories to develop your brand personality
- overcome futurephobia to inspire transformational business growth.
The future belongs to those who can adapt, evolve, and embrace the future, while at the same time keeping an eye to the present and the past. Seamless provides on–the–ground perspective and critical guidance for thriving in a changing digital world.
Textul de pe ultima copertă
The way people shop and buy has fundamentally changed. Through the unique lens of the Hero′s Journey, Seamless takes readers on a tour de transformation of buyers and businesses in the digital era.
Brian Halligan, co–founder and CEO, Hubspot, NYSE: HUBS
When the unstoppable force of Anders′ furious futurist′s intellect crashes into the immovable object of his mother′s sense of family and tradition, sparks fly. Our hero′s journey turns out to be anything but seamless. It holds lessons for all of us pushing the digital envelope in a persistently analogue world.
Mike Hanley, Head of Digital Communications, World Economic Forum
Anders has never been one to settle and as a result, we are all benefactors of his restless, curious nature, of his fresh ideas, well–plotted hypotheses and that ingenious way he wraps up the past, present and future into a timely, mind–bending bundle for readers to unpack.
Lisa Messenger, founder and editor–in–chief of Collective Hub
The future doesn′t unfold seamlessly often, it′s a slap in the face. How do we shed the scar tissue keeping us locked in the status quo? Transformation can be restorative or destructive the difference is in the approach. The future belongs to those brands that are able to weave together the past, the present and the future into a seamless and inspirational hero′s journey.
Seamless provides the antidote to the friction, inconvenience, arrogance and grating seams that turn customers away and cement organisational inertia. In this insightful book, author and futurist Anders Sörman–Nilsson shows you how to smooth transitions, integrate disparate channels and give your customers the streamlined experience they crave.
This is your handbook for achieving a seamless future for your brand. Learn how to:
- design transformative customer journeys
- turn your customers into fans and brand advocates
- use your stories to develop your brand personality
- overcome futurephobia to inspire transformational business growth.
The future belongs to those who can adapt, evolve, and embrace the future, while at the same time keeping an eye to the present and the past. Seamless provides on–the–ground perspective and critical guidance for thriving in a changing digital world.
Cuprins
About the author xv Acknowledgements xvii
Prologue xix
Introduction xxi
1: Status quo 3
2: Call to adventure 31
3: Refusal of the call 47
4: Meeting with the mentor 73
5: Crossing the threshold 89
6: Tests, allies and enemies 115
7: Approaching the inmost cave 133
8: Ordeal 145
9: Reward (seizing the sword) 155
10: Road back 177
11: Resurrection 197
12: Return with the elixir 211
Epilogue 229
Appendix 1: A letter from Birgitta 235
Appendix 2: A letter from Lars–Olof 239
Index 243
Notă biografică
Anders Sörman–Nilsson (LLB/ EMBA) is the founder of Thinque a strategy think tank that helps executives and leaders convert disruptive questions into proactive, future strategies and the author of Digilogue.
As an Australian–Swedish futurist and innovation strategist he has helped executives and leaders on 4 continents map, prepare for, and strategise for foreseeable and unpredictable futures. Since founding Thinque in 2005, he has worked with and spoken to clients like Apple, Cisco, Mercedes Benz, Hilton, SAP, Gartner and Macquarie Bank.
To connect with Anders visit www.thinquetank.com or www.anderssorman–nilsson.com