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Winter AMA Marketing Educators' Conference 2017


 

The
Big Design
Blog.

Over 200,000 people visited bigdesignlab.com last month to learn how culture can help design markets and customer experiences from myself and regular guest contributors including my talented Customer Experience Design students. Syndicated by the American Marketing Association, Marketing Magazine, Huffington Post, and Apple News. To learn more about what drives these insights, explore my research.

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Customer Experience Design (MBA)

My amazing MKTG 6800: Customer Experience Design students at the American Marketing Association. Learn more about my classroom.

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Stories liked by Big Design Lab members

Designing Platform Experiences

Featured
The Quest to Predict the Way Brand Images Get Hijacked
quest, uber Markus Giesler
quest, uber Markus Giesler
The Quest to Predict the Way Brand Images Get Hijacked
quest, uber Markus Giesler
quest, uber Markus Giesler

Marketing Magazine

quest, uber Markus Giesler
quest, uber Markus Giesler

All Posts

Featured
Public Transit as a Customer Experience Design Opportunity
Markets, Experience, cx16 public transit, public transport, bus, subway, emotional branding The Experience Designers
Markets, Experience, cx16 public transit, public transport, bus, subway, emotional branding The Experience Designers
Public Transit as a Customer Experience Design Opportunity
Markets, Experience, cx16 public transit, public transport, bus, subway, emotional branding The Experience Designers
Markets, Experience, cx16 public transit, public transport, bus, subway, emotional branding The Experience Designers

Public transit has an image problem. How can we fix it?

Markets, Experience, cx16 public transit, public transport, bus, subway, emotional branding The Experience Designers
Markets, Experience, cx16 public transit, public transport, bus, subway, emotional branding The Experience Designers
Disney and the Magic of Wearables
CED, cx16, Experience, Tech, AMA The Experience Designers
CED, cx16, Experience, Tech, AMA The Experience Designers
Disney and the Magic of Wearables
CED, cx16, Experience, Tech, AMA The Experience Designers
CED, cx16, Experience, Tech, AMA The Experience Designers

How can wearable devices go mainstream?

CED, cx16, Experience, Tech, AMA The Experience Designers
CED, cx16, Experience, Tech, AMA The Experience Designers
Should Watching TV Be a Social Experience?
CED, cx16, Experience, Tech, Markets tv, television, social media, Netflix, social tv, Hulu Markus Giesler
CED, cx16, Experience, Tech, Markets tv, television, social media, Netflix, social tv, Hulu Markus Giesler
Should Watching TV Be a Social Experience?
CED, cx16, Experience, Tech, Markets tv, television, social media, Netflix, social tv, Hulu Markus Giesler
CED, cx16, Experience, Tech, Markets tv, television, social media, Netflix, social tv, Hulu Markus Giesler

The traditional concept of TV experience can no longer exist. 

CED, cx16, Experience, Tech, Markets tv, television, social media, Netflix, social tv, Hulu Markus Giesler
CED, cx16, Experience, Tech, Markets tv, television, social media, Netflix, social tv, Hulu Markus Giesler
AI: Customer of the Future
CED, Tech, Experience, cx16 artificial intelligence, AI, VPA, home automation, smart home, internet of things, IoT The Experience Designers
CED, Tech, Experience, cx16 artificial intelligence, AI, VPA, home automation, smart home, internet of things, IoT The Experience Designers
AI: Customer of the Future
CED, Tech, Experience, cx16 artificial intelligence, AI, VPA, home automation, smart home, internet of things, IoT The Experience Designers
CED, Tech, Experience, cx16 artificial intelligence, AI, VPA, home automation, smart home, internet of things, IoT The Experience Designers

What if you were marketing to Alexa?

CED, Tech, Experience, cx16 artificial intelligence, AI, VPA, home automation, smart home, internet of things, IoT The Experience Designers
CED, Tech, Experience, cx16 artificial intelligence, AI, VPA, home automation, smart home, internet of things, IoT The Experience Designers
Algorithmic Customer Experiences
CED, cx16, Experience, Tech Spotify, machine learning, algorithmic experiences, data privacy The Experience Designers
CED, cx16, Experience, Tech Spotify, machine learning, algorithmic experiences, data privacy The Experience Designers
Algorithmic Customer Experiences
CED, cx16, Experience, Tech Spotify, machine learning, algorithmic experiences, data privacy The Experience Designers
CED, cx16, Experience, Tech Spotify, machine learning, algorithmic experiences, data privacy The Experience Designers

How do algorithms enhance consumer identities?

CED, cx16, Experience, Tech Spotify, machine learning, algorithmic experiences, data privacy The Experience Designers
CED, cx16, Experience, Tech Spotify, machine learning, algorithmic experiences, data privacy The Experience Designers
Redesigning Las Vegas: Attracting the Millennial Segment
CED, cx16, Experience, Tech las vegas, millennials, gambling, entertainment, servicescapes, technology, tourism, hotels, casino, social media The Experience Designers
CED, cx16, Experience, Tech las vegas, millennials, gambling, entertainment, servicescapes, technology, tourism, hotels, casino, social media The Experience Designers
Redesigning Las Vegas: Attracting the Millennial Segment
CED, cx16, Experience, Tech las vegas, millennials, gambling, entertainment, servicescapes, technology, tourism, hotels, casino, social media The Experience Designers
CED, cx16, Experience, Tech las vegas, millennials, gambling, entertainment, servicescapes, technology, tourism, hotels, casino, social media The Experience Designers

Exploring the role of technology and innovative space concepts.

CED, cx16, Experience, Tech las vegas, millennials, gambling, entertainment, servicescapes, technology, tourism, hotels, casino, social media The Experience Designers
CED, cx16, Experience, Tech las vegas, millennials, gambling, entertainment, servicescapes, technology, tourism, hotels, casino, social media The Experience Designers
Creating the Ultimate Luxury Fashion Customer Experience
Experience, CED, retail, cx16 fashion, luxury, experience design, Brands, branding Markus Giesler
Experience, CED, retail, cx16 fashion, luxury, experience design, Brands, branding Markus Giesler
Creating the Ultimate Luxury Fashion Customer Experience
Experience, CED, retail, cx16 fashion, luxury, experience design, Brands, branding Markus Giesler
Experience, CED, retail, cx16 fashion, luxury, experience design, Brands, branding Markus Giesler

Integrating in-store and online experience with collective emotions.

Experience, CED, retail, cx16 fashion, luxury, experience design, Brands, branding Markus Giesler
Experience, CED, retail, cx16 fashion, luxury, experience design, Brands, branding Markus Giesler
2017: Designing Experiences of Hope
Experience, cx16 hope, emotions, emotional branding, experience design The Experience Designers
Experience, cx16 hope, emotions, emotional branding, experience design The Experience Designers
2017: Designing Experiences of Hope
Experience, cx16 hope, emotions, emotional branding, experience design The Experience Designers
Experience, cx16 hope, emotions, emotional branding, experience design The Experience Designers

Firms can use hope-crafting strategies to enhance customer experience and drive loyalty.

Experience, cx16 hope, emotions, emotional branding, experience design The Experience Designers
Experience, cx16 hope, emotions, emotional branding, experience design The Experience Designers
Alexa, are you a feminist?
Tech, Experience Siri, Alexa, Echo Dot, Amazon, Apple, artificial intelligence, Hey Siri, feminism Markus Giesler
Tech, Experience Siri, Alexa, Echo Dot, Amazon, Apple, artificial intelligence, Hey Siri, feminism Markus Giesler
Alexa, are you a feminist?
Tech, Experience Siri, Alexa, Echo Dot, Amazon, Apple, artificial intelligence, Hey Siri, feminism Markus Giesler
Tech, Experience Siri, Alexa, Echo Dot, Amazon, Apple, artificial intelligence, Hey Siri, feminism Markus Giesler

Will your AI reinforce or transcend gender distinctions?

Tech, Experience Siri, Alexa, Echo Dot, Amazon, Apple, artificial intelligence, Hey Siri, feminism Markus Giesler
Tech, Experience Siri, Alexa, Echo Dot, Amazon, Apple, artificial intelligence, Hey Siri, feminism Markus Giesler
When Will the New York Times Hire Their First Customer Experience Designer?
CED, cx16, Experience, Markets Buzzfeed, election, Trump, journalism, post-truth, New York Times, NYT The Experience Designers
CED, cx16, Experience, Markets Buzzfeed, election, Trump, journalism, post-truth, New York Times, NYT The Experience Designers
When Will the New York Times Hire Their First Customer Experience Designer?
CED, cx16, Experience, Markets Buzzfeed, election, Trump, journalism, post-truth, New York Times, NYT The Experience Designers
CED, cx16, Experience, Markets Buzzfeed, election, Trump, journalism, post-truth, New York Times, NYT The Experience Designers

Experience trumps editorial excellence.

CED, cx16, Experience, Markets Buzzfeed, election, Trump, journalism, post-truth, New York Times, NYT The Experience Designers
CED, cx16, Experience, Markets Buzzfeed, election, Trump, journalism, post-truth, New York Times, NYT The Experience Designers
Best of Big Design 2016
bestof2016, big design, experience, technology Markus Giesler
bestof2016, big design, experience, technology Markus Giesler
Best of Big Design 2016
bestof2016, big design, experience, technology Markus Giesler
bestof2016, big design, experience, technology Markus Giesler

Your most read and liked customer experience design stories.

bestof2016, big design, experience, technology Markus Giesler
bestof2016, big design, experience, technology Markus Giesler
The Future of Retail Customer Experience: Bridging the Gap Between Physical and Virtual Realities
CED, cx16, Experience, Tech, retail virtual reality, vr, hybrid reality, L'Oreal, L’Oréal, retail, retail atmospherics, retail experiences, Uniqlo The Experience Designers
CED, cx16, Experience, Tech, retail virtual reality, vr, hybrid reality, L'Oreal, L’Oréal, retail, retail atmospherics, retail experiences, Uniqlo The Experience Designers
The Future of Retail Customer Experience: Bridging the Gap Between Physical and Virtual Realities
CED, cx16, Experience, Tech, retail virtual reality, vr, hybrid reality, L'Oreal, L’Oréal, retail, retail atmospherics, retail experiences, Uniqlo The Experience Designers
CED, cx16, Experience, Tech, retail virtual reality, vr, hybrid reality, L'Oreal, L’Oréal, retail, retail atmospherics, retail experiences, Uniqlo The Experience Designers

From virtual and augmented to hybrid realities.

CED, cx16, Experience, Tech, retail virtual reality, vr, hybrid reality, L'Oreal, L’Oréal, retail, retail atmospherics, retail experiences, Uniqlo The Experience Designers
CED, cx16, Experience, Tech, retail virtual reality, vr, hybrid reality, L'Oreal, L’Oréal, retail, retail atmospherics, retail experiences, Uniqlo The Experience Designers
Personalizing Product Placement: Harnessing the Power of Living Spaces
Experience, cx16, retail West Elm, product placement, living spaces, servicescapes, Sonos The Experience Designers
Experience, cx16, retail West Elm, product placement, living spaces, servicescapes, Sonos The Experience Designers
Personalizing Product Placement: Harnessing the Power of Living Spaces
Experience, cx16, retail West Elm, product placement, living spaces, servicescapes, Sonos The Experience Designers
Experience, cx16, retail West Elm, product placement, living spaces, servicescapes, Sonos The Experience Designers

Personalized product placement succeeds in living spaces.

Experience, cx16, retail West Elm, product placement, living spaces, servicescapes, Sonos The Experience Designers
Experience, cx16, retail West Elm, product placement, living spaces, servicescapes, Sonos The Experience Designers
"Trump's Election Is Good For..."
Classroom, Research business school, Trump, Poets & Quants, MBA Markus Giesler
Classroom, Research business school, Trump, Poets & Quants, MBA Markus Giesler
"Trump's Election Is Good For..."
Classroom, Research business school, Trump, Poets & Quants, MBA Markus Giesler
Classroom, Research business school, Trump, Poets & Quants, MBA Markus Giesler

There is a new media trope in town and it sucks.

Classroom, Research business school, Trump, Poets & Quants, MBA Markus Giesler
Classroom, Research business school, Trump, Poets & Quants, MBA Markus Giesler
From Smart Homes to “Smart Families” via CX Design
CED, cx16, Experience, Tech smart home, IoT, internet of things, family identity, smartfeature The Experience Designers
CED, cx16, Experience, Tech smart home, IoT, internet of things, family identity, smartfeature The Experience Designers
From Smart Homes to “Smart Families” via CX Design
CED, cx16, Experience, Tech smart home, IoT, internet of things, family identity, smartfeature The Experience Designers
CED, cx16, Experience, Tech smart home, IoT, internet of things, family identity, smartfeature The Experience Designers

It's not about utility but identity.

CED, cx16, Experience, Tech smart home, IoT, internet of things, family identity, smartfeature The Experience Designers
CED, cx16, Experience, Tech smart home, IoT, internet of things, family identity, smartfeature The Experience Designers
#Trending Machine: Redefining the Vending Machine Customer Experience
cx16, Experience, Tech vending machines, technology The Experience Designers
cx16, Experience, Tech vending machines, technology The Experience Designers
#Trending Machine: Redefining the Vending Machine Customer Experience
cx16, Experience, Tech vending machines, technology The Experience Designers
cx16, Experience, Tech vending machines, technology The Experience Designers

Machines can serve - or actually engage.

cx16, Experience, Tech vending machines, technology The Experience Designers
cx16, Experience, Tech vending machines, technology The Experience Designers
Making Banking Intimate: Fintech and the Customer Experience
cx16, Experience, Tech fintech, banking, cx, technology The Experience Designers
cx16, Experience, Tech fintech, banking, cx, technology The Experience Designers
Making Banking Intimate: Fintech and the Customer Experience
cx16, Experience, Tech fintech, banking, cx, technology The Experience Designers
cx16, Experience, Tech fintech, banking, cx, technology The Experience Designers

How does technology enable intimate experiences?

cx16, Experience, Tech fintech, banking, cx, technology The Experience Designers
cx16, Experience, Tech fintech, banking, cx, technology The Experience Designers
Customer Experience: The Invisible 95%
Experience dark matter, dark energy, retro brands, retrobranding, Vita Cola, experience design, brand experience Markus Giesler
Experience dark matter, dark energy, retro brands, retrobranding, Vita Cola, experience design, brand experience Markus Giesler
Customer Experience: The Invisible 95%
Experience dark matter, dark energy, retro brands, retrobranding, Vita Cola, experience design, brand experience Markus Giesler
Experience dark matter, dark energy, retro brands, retrobranding, Vita Cola, experience design, brand experience Markus Giesler

Most of what makes a customer experience great doesn't meet the eye.

Experience dark matter, dark energy, retro brands, retrobranding, Vita Cola, experience design, brand experience Markus Giesler
Experience dark matter, dark energy, retro brands, retrobranding, Vita Cola, experience design, brand experience Markus Giesler
How Marketers Brought Britain to Brexit
Markets, Experience brexit, European brands, European experience, commercial mythmaking, European Union, EU, carling black label Giesler and Shankar
Markets, Experience brexit, European brands, European experience, commercial mythmaking, European Union, EU, carling black label Giesler and Shankar
How Marketers Brought Britain to Brexit
Markets, Experience brexit, European brands, European experience, commercial mythmaking, European Union, EU, carling black label Giesler and Shankar
Markets, Experience brexit, European brands, European experience, commercial mythmaking, European Union, EU, carling black label Giesler and Shankar

Where are the passionate marketers?

Markets, Experience brexit, European brands, European experience, commercial mythmaking, European Union, EU, carling black label Giesler and Shankar
Markets, Experience brexit, European brands, European experience, commercial mythmaking, European Union, EU, carling black label Giesler and Shankar
Disruption by Design
Classroom, Experience, Markets big design, big data, Kellogg-Schulich EMBA, Kellogg School of Management, Schulich School of Business Schulich Media
Classroom, Experience, Markets big design, big data, Kellogg-Schulich EMBA, Kellogg School of Management, Schulich School of Business Schulich Media
Disruption by Design
Classroom, Experience, Markets big design, big data, Kellogg-Schulich EMBA, Kellogg School of Management, Schulich School of Business Schulich Media
Classroom, Experience, Markets big design, big data, Kellogg-Schulich EMBA, Kellogg School of Management, Schulich School of Business Schulich Media

A new Kellogg-Schulich EMBA course.

Classroom, Experience, Markets big design, big data, Kellogg-Schulich EMBA, Kellogg School of Management, Schulich School of Business Schulich Media
Classroom, Experience, Markets big design, big data, Kellogg-Schulich EMBA, Kellogg School of Management, Schulich School of Business Schulich Media
Who Is Re-Designing Your Sleep?
Markets, Tech, Experience sleep, sleeping apps, sleep technology, arianna huffington, adam grant, sleeplessness, pharma, technology Markus Giesler
Markets, Tech, Experience sleep, sleeping apps, sleep technology, arianna huffington, adam grant, sleeplessness, pharma, technology Markus Giesler
Who Is Re-Designing Your Sleep?
Markets, Tech, Experience sleep, sleeping apps, sleep technology, arianna huffington, adam grant, sleeplessness, pharma, technology Markus Giesler
Markets, Tech, Experience sleep, sleeping apps, sleep technology, arianna huffington, adam grant, sleeplessness, pharma, technology Markus Giesler

What do Arianna Huffington, Adam Grant, and Daniel Amitay have in common?

Markets, Tech, Experience sleep, sleeping apps, sleep technology, arianna huffington, adam grant, sleeplessness, pharma, technology Markus Giesler
Markets, Tech, Experience sleep, sleeping apps, sleep technology, arianna huffington, adam grant, sleeplessness, pharma, technology Markus Giesler
Service Optimization Isn't Experience Design
Markets, Experience experience design, journey mapping, big design, sociology Markus Giesler
Markets, Experience experience design, journey mapping, big design, sociology Markus Giesler
Service Optimization Isn't Experience Design
Markets, Experience experience design, journey mapping, big design, sociology Markus Giesler
Markets, Experience experience design, journey mapping, big design, sociology Markus Giesler

How to think about journey mapping?

Markets, Experience experience design, journey mapping, big design, sociology Markus Giesler
Markets, Experience experience design, journey mapping, big design, sociology Markus Giesler
Tesla's Chief Driver of Success: Masculinity
Management, Research, MarketingMag, Favorites, Tech, Brands, popular, Experience, HuffPost Tesla, Elon Musk, masculinity, cultural branding, Tesla Man, breadwinner, rebel, man-of-action hero, 2014, automotive Markus Giesler
Management, Research, MarketingMag, Favorites, Tech, Brands, popular, Experience, HuffPost Tesla, Elon Musk, masculinity, cultural branding, Tesla Man, breadwinner, rebel, man-of-action hero, 2014, automotive Markus Giesler
Tesla's Chief Driver of Success: Masculinity
Management, Research, MarketingMag, Favorites, Tech, Brands, popular, Experience, HuffPost Tesla, Elon Musk, masculinity, cultural branding, Tesla Man, breadwinner, rebel, man-of-action hero, 2014, automotive Markus Giesler
Management, Research, MarketingMag, Favorites, Tech, Brands, popular, Experience, HuffPost Tesla, Elon Musk, masculinity, cultural branding, Tesla Man, breadwinner, rebel, man-of-action hero, 2014, automotive Markus Giesler

Sensible man-of-action heroism as an experience.

Management, Research, MarketingMag, Favorites, Tech, Brands, popular, Experience, HuffPost Tesla, Elon Musk, masculinity, cultural branding, Tesla Man, breadwinner, rebel, man-of-action hero, 2014, automotive Markus Giesler
Management, Research, MarketingMag, Favorites, Tech, Brands, popular, Experience, HuffPost Tesla, Elon Musk, masculinity, cultural branding, Tesla Man, breadwinner, rebel, man-of-action hero, 2014, automotive Markus Giesler
The Buzzfeedication of Business School
Markets, Classroom Buzzfeed, platform, Uber, business school, MBA, mba, buzzfeedication Markus Giesler
Markets, Classroom Buzzfeed, platform, Uber, business school, MBA, mba, buzzfeedication Markus Giesler
The Buzzfeedication of Business School
Markets, Classroom Buzzfeed, platform, Uber, business school, MBA, mba, buzzfeedication Markus Giesler
Markets, Classroom Buzzfeed, platform, Uber, business school, MBA, mba, buzzfeedication Markus Giesler

Companies are craving "platform" MBAs.

Markets, Classroom Buzzfeed, platform, Uber, business school, MBA, mba, buzzfeedication Markus Giesler
Markets, Classroom Buzzfeed, platform, Uber, business school, MBA, mba, buzzfeedication Markus Giesler

I am an associate professor of marketing at the Schulich School of Business at York University. Building on a strong foundation in sociological theories and methods, I investigate the role of culture in the design of markets and the customer experience. I also help companies connect with consumers through the Big Design Lab, a research-based think tank. Please join my mailing list here.