Another cool friend
Side note: After what has turned out to be another 30 day hiatus from this blog, I'm back...
While traveling around I have met another inspiring person...
Tim Ogilvie, a fellow Scotsman, and CEO of Peer Insight LLC met me in Washington DC for a quick conversation about the state of customer experience in our country. Yes, we found a Starbucks to begin the conversation, and then continued on the way to the airport. He has teamed up with former Ideor Jeneanne Rae to found their remarkable firm. Their unique service model helps firms see emerging trends within their business sector.
Tim and I shared many similar thoughts about the state of the customer experience industry (if we can call it that yet?) :
1. We are in the infancy stages of this thought movement / industry
2. Capacity of experience architects, and other experience experts will soon be outstripped
3. The base of providers is highly fractured, and cluttered by "me-too" advertising firms trying to jump on the bandwagon
4. A common language is missing - instead several firms are attempting to trademark their own little vernacular (in direct contradiction to many of the customer experience elements I hold dear...)
So, if you are interested in joining our conversation, please drop me an email.
While traveling around I have met another inspiring person...
Tim Ogilvie, a fellow Scotsman, and CEO of Peer Insight LLC met me in Washington DC for a quick conversation about the state of customer experience in our country. Yes, we found a Starbucks to begin the conversation, and then continued on the way to the airport. He has teamed up with former Ideor Jeneanne Rae to found their remarkable firm. Their unique service model helps firms see emerging trends within their business sector.
Tim and I shared many similar thoughts about the state of the customer experience industry (if we can call it that yet?) :
1. We are in the infancy stages of this thought movement / industry
2. Capacity of experience architects, and other experience experts will soon be outstripped
3. The base of providers is highly fractured, and cluttered by "me-too" advertising firms trying to jump on the bandwagon
4. A common language is missing - instead several firms are attempting to trademark their own little vernacular (in direct contradiction to many of the customer experience elements I hold dear...)
So, if you are interested in joining our conversation, please drop me an email.
2 Comments:
Language is how culture is shaped and defined - and the same applies for an emerging field or industry. Whether it's experience design or strategic storytelling (my personal passion), a new vocabulary must evolve to CHANGE the conversation, and invite people into the fold. Language is a direct reflection of underlying beliefs, and as with experience design, a new set of assumptions must inform how we and organizations re-align the work.
There's a lesson to take from Linux and other open-source technology LANGUAGES. A closed, proprietary system does not scale as fast, nor does it embody the pluralistic message or democractic spirit underlying experience design. This lack of alignment presents serious challenge. I support Tim's assertion, that a new vocabulary must be open, iterative, and evolutionary through the shared input of many. The power of language is that it acts as a marker of shared understanding. How big can you make that circle?
Kyle,
I have done some thinking in an attempt to get clarity around the topic of Customer Experience. Launched a four part series on my weblog about Customer Experience and tried to clarify some of the vernacular. Check it out at http://livepath.blogspot.com . Would love to join a larger dialog with 'yall.
Best,
Leigh
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