Seamless A Hero's Journey of Digital Disruption, Adaptation and Human Transformation

Seamless is a guide for transforming your brand and heroically taking your business into the future. Customers are sick and tired of the inconvenience, friction, arrogance and grating seams they experience on their customer journeys caused by brands undergoing awkward and haphazard change. This book shows you how to remove the external and internal seams for a smooth transition between marketing channels, to provide a transformative customer journey. Anders Sörman-Nilsson, futurist and author of Digilogue (Wiley 2013), reveals the key factors to designing a cohesive and agile brand that is fit for the future. This book looks at on-the-ground implementation of Digilogue ideas, giving you a first-hand account of how emerging technology has evolved and disrupted the business landscape since 2013. You'll learn the trials and tribulations of omnichannel marketing, change leadership, start up thinking versus a heritage (and family) business legacy and why there has never been a better time to implement seamless technologies in your business.

The future doesn't unfold neatly — in fact, it's often a disruptive slap in the face. Seamless is the key to a successful business future, and this book shows you how to make seamlessness work for your company, starting today.

• Design away the friction with transformative customer experiences
• Weave disparate channels and parts of a brand together into a seamless whole
• Take an integrative, rather than additive, approach to communications
• Achieve the highest level of customer intimacy, the key to customer loyalty
• Drive seamless change inside your organisation by designing journeys of constant adaptation

Communication channels continue to proliferate, and simply adding every new flash in the pan is a sure path to ruin. You need to bring together every part of your brand into a cohesive whole, one with deliberate, strategic structure and wholeheartedly gather all your stakeholders around it. Seamless shows you how to remove the scar tissue, reveal your brand's fresh edge and meet the future curious, agile and open-minded.

Anders Sörman-Nilsson (LLB/ EMBA) is the founder of Thinque— a strategy think tank that helps executives and leaders convert disruptive questions into proactive, future strategies—and the author of Digilogue.

As an Australian-Swedish futurist and innovation strategist he has helped executives and leaders on 4 continents map, prepare for, and strategise for foreseeable and unpredictable futures. Since founding Thinque in 2005, he has worked with and spoken to clients like Apple, Cisco, Mercedes Benz, Hilton, SAP, Gartner and Macquarie Bank.

To connect with Anders visit www.thinquetank.com or www.anderssorman-nilsson.com

Acknowledgements xvii

Prologue xix

Introduction xxi

1: Status quo 3

2: Call to adventure 31

3: Refusal of the call 47

4: Meeting with the mentor 73

5: Crossing the threshold 89

6: Tests, allies and enemies 115

7: Approaching the inmost cave 133

8: Ordeal 145

9: Reward (seizing the sword) 155

10: Road back 177

11: Resurrection 197

12: Return with the elixir 211

Epilogue 229

Appendix 1: A letter from Birgitta 235

Appendix 2: A letter from Lars-Olof 239

Index 243

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