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Accessible, Inclusive, and Ethical Design

What’s the difference between accessible, inclusive, and ethical design? It’s easy to use the three terms interchangeably. But they’re not the same. And while some designers may disagree on the details, it’s important to understand the broad distinctions. Accessible Design Accessible design is the creation of products or interfaces so that people with disabilities can…

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What is an Omnichannel Experience?

After three days soaking in the brilliance of Noz Urbina, Lisa Welchman, Rahel Anne Bailie, Mike Atherton, and so many other brilliant people at the premier OmnichannelX conference last week in Amsterdam, I finally have an answer to the question we all set out to answer: what is an omnichannel experience? What the Experts Said…

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Live from OmnichannelX: Solving the global content challenge

Solving the global content challenge, by Jonathan Whiteside 75% of customers expect a consistent and relevant experience no matter where they engage, regardless of what: Channels Brands Territories Now throw in globalization. It needs to be intelligent, automated, engaging, personal, and also local. Make Content a Digital Supply Chain Manufacture something, ship it to the…

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Live from OmniChannelX: Omnichannel content in the wilds of the enterprise

Omnichannel content in the wilds of the enterprise, by Ryan Skinner Forrester speaks with businesses about how to develop growth strategies. Ryan finds that business’ content problems are like flooding: everywhere. They’re both more complex and more trivial than he would have expected. Ryan saw a car dealership argue with a consumer about the terminology…

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Increase Trust with Omnichannel Strategies

The customer’s always right… and the customer doesn’t trust your brand. To quote the 2018 Edelman TRUST Barometer: “The 2018 Edelman TRUST BAROMETER reveals a world of seemingly stagnant distrust. People’s trust in business, government, NGOs and media remained largely unchanged from 2017 — 20 of 28 markets surveyed now lie in distruster territory, up…

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Books I Read in 2018

2018 has been a busy year, but a good year. I read 68 books, including 7 rereads. 9 books got 5 stars (including a new favorite, Davita’s Harp) and nothing got 1 star, though The Passage was close. Rating the Books I Read If you’re unfamiliar with the rating system, here’s how it works: *…

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