Category Archives: digital experience

How I added over 100 Twitter followers in one day, and why I’ll never do that again…

There’s a feeling among many on Twitter that having a large number of followers is good, period. But Twitter is like any other form of communication: each person and company will have its own audience and objectives. For some, having a deep connection with 500 or 1,000 people will be more important and productive than […]

Digital Innovators: the Digital Immigrants who explored and created our modern world

“My grandkids often beat me at Rock Band. And I say, ‘You may beat me at Rock Band, but I made the original records, so shut up!’” – Paul McCartney Often you see the world divided between “digital natives”, the young people who grew up using digital technology and are incredibly comfortable and facile with […]

Massachusetts Maritime Academy has a wicked awesome simulator

Recently my wife and I rode in the Cape Cod Getaway, a 150-mile fundraiser for the National Multiple Sclerosis Society. After the first day of riding, the 2,000+ cyclists stayed overnight at the Massachusetts Maritime Academy, an 1100-student state college with such programs as Environmental Science, Marine Safety, Maritime Transportation, International Maritime Business, and Engineering. […]

When bad content happens to good websites

Publishers with quality content are undermining their brands and providing their visitors with a poor experience by attempting to maximize revenue through paid links to poorly targeted, often low-quality third-party content. You can read my full post, and the very lively discussion it provoked, including a response from Outbrain, on the Econsultancy blog at  

CX Smackdown! The visionary founder versus the customer experience designer!

“Customers don’t know what they want until we’ve shown them.” – Steve Jobs According to Forrester, we’re now in the Age of the Customer (having, over the past century, previously gone through the Ages of Manufacturing, Distribution and Information). Customers now have far more choice, and far more power, than ever before. And with the […]