Blog Post:Disney Magic is alive and well. Take its MagicBands -- the all-in-one wristband that connects us to our entire Walt Disney World vacation, letting us enter the parks, unlock our hotel rooms, and buy food and merchandise. Even more magical, or so it seems, is how Disney shares surprises personalized just for its visitor, such as an occasional photo of the family on the ride they just finished or awarding fast passes for the day. Those experiences might feel enchanted, but MagicBands actually use artificial intelligence (AI) with data compiled from all its visitors so Disney can provide memorable experiences along every point of our visit. We eat it up, and keep coming back for more.
Designing the future work experience means being open-minded and experimenting with what the right version of hybrid looks like. Businesses that get it right will likely attract and retain the best talent in a competitive landscape. When it comes to the future work experience, there's a lot of buzz in the business world about "hybrid" and "flexibility", but what would the reality look like, and is it really the right answer for every organization? Employees are not the same people as they were in 2020, and neither are the organizations that employ them. This means that companies may need to forge a new relationship with their employees, and make no mistake: right now, organizations are embroiled in a war for talent, so it's never been more important to offer the best employee experience.
My favorite book of all time is The Experience Economy by Joe Pine and Jim Gilmore. This book defines what customer experience is. They were ahead of their time back in 1999 when they published the first edition. Who knew that concept would become so popular that the business world would create a CX department and even a leadership position in the C-Suite with the title CXO. While today's concept of customer experience has morphed into something even bigger than Pine and Gilmore could have imagined, the basics are always there.
It used to be that brands could think and operate on a transaction-by-transaction basis. People shopped for goods and services, they bought something, and then they and that brand parted company until the customer came back to buy something else. Businesses that want to thrive today need to create a brand experience that isn't just about what happens at point of sale or even during a protracted shopping experience.