Liderler Için Yol Haritası – An Interview With FAST COMPANY Turkey About Becoming A Customer Company
Brian Solis
March 21, 2023
I had the pleasure of speaking with M.Rauf Ates, founder of Fast Company Türkiye about research I helped lead with Harvard Business Review Analytical Services.
In this conversation, we explore how to become a customer company, beyond the lip service. The research offers 8 steps to give meaning to business, operational, and digital transformation as informed by Ethan Allen, Kellogg’s, Kimberley-Clark, and Pacific Life.
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Tags: Customer Experience, Digital Transformation, Leadership
Silicon: Technology Powering Business – Tech Trends In 2023
Brian Solis
March 17, 2023
Some companies are going to batten down the hatches and cut costs. Markets, though, will continue to evolve. Customers will continue to shop, make decisions, learn and exercise new behaviours, and gain new digital competencies. Competitiveness in this market becomes a matter of ‘digital Darwinism.’
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Tags: Digital Transformation
What’s The Future Of Business: 20 Updated WTF Lessons For A Hybrid World
Brian Solis
March 08, 2023
After all of this time, I’m not sure how I missed this. My friend Juan Carlos Giraldo published a compilation of 20 highlights after re-reading, What’s the Future of Business (WTF): Changing the Way Businesses Create Experiences.
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Tags: Customer Experience, Future of Work
Designing The Brand Experience: From First Exposure To Advocate To Relationship
BRIAN SOLIS
February 24, 2023
I listened, and found myself nodding along, with a lovely sense of familiarity, on his approach to total brand, product, customer, and user experience design. Especially in an omni-channel world, experience design and innovation is what brands must embrace to compete for attention and loyalty.
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Tags: Customer Experience, Digital Transformation, Innovation
Retail Therapy: At The Forefront Of Digital Transformation And Customer Experience With Paul Zahra, CEO Of ARA
BRIAN SOLIS
February 13, 2023
In this episode of Retail Therapy, we have the pleasure of hosting Brian Solis. Brian is a leading digital anthropologist and futurist, known for his expertise in digital transformation, customer experience, and innovation. He is currently the Global Innovation Evangelist at Salesforce, where he leverages his vast knowledge to drive thought leadership and research.
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Tags: Customer Experience, Digital Transformation, Innovation
McKinsey: A CEO’s Guide To The Metaverse
Brian Solis
January 30, 2023
Suddenly, the metaverse is in the zeitgeist, for better or worse. Investment more than doubled in 2022 powered by big moves (such as Microsoft’s $69 billion acquisition of Activision Blizzard, now under antitrust review) and small ones (about $12 billion to $14 billion of venture capital and private equity investment). Everyone has heard about the successes racked up by some big gaming companies: Roblox reported more than 58 million daily active users in 2022,1 while Fortnite had more than 20 million in 2020 and generated more than $9 billion in sales between 2018 and 2019.2 And others are investing; Meta continues to spend at least $10 billion annually on metaverse development. Yet investors are asking questions of metaverse companies about when they can expect tangible, near-term results from these companies’ investments.
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Tags: Digital Transformation, Digital Disruption, Metaverse
Becoming A Customer Company: The New Blueprint For CX-Driven Business Transformation
Forbes
January 19, 2023
Leading companies prioritize CX as a driver for growth. The winners will become customer companies and transform business models and operations to deliver extraordinary, connected customer experiences. The losers will be those that do nothing more than say they're customer-centered.
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Tags: Customer Experience, Innovation, Marketing
Are Hotels Ready For Generation Novel? How The Rise Of Generation-Novel Or Gen-N Could Transform The Future Of Guest Service
BRIAN SOLIS
January 12, 2023
The problem with defining guest service in any singular way is that we often treat guest service as a department or a response rather than an ever-evolving set of values that should exist at the very heart of a company. We consider guest service, much like other aspects of a company, to be a simple, 9-to-5 initiative supported by an employee or a team laid out across various guest-centric policies and values. But great guest service in the modern era, we realize, isn’t actually guest service – it’s guest care. It is not a policy or set of procedures; instead, it’s an ongoing, hands-on practice and culture brought to life with every guest touch-point, both online and offline. In this way, guest service isn’t just a department or a cost to be managed – it’s the entire company. Anything less will fail to support the guest demands that dictate the landscape in which we do business both now and in the future
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Tags: Digital Transformation, Innovation, Leadership
Maybe You Didn’t Realize How Much You Light Up Everyone Around You
Brian Solis
January 02, 2023
There’s hope and promise in the air and I just know it will help us lift our wings to soar to new heights, explore new terrains, and achieve greater experiences.
I would like to share something with you to help celebrate the new year, and the new you.
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Tags: Leadership
The Brave New World Of Digital, Business, And Leadership Transformation And The Part You Play In It All
Brian Solis
December 14, 2022
I was moved by an inspiring piece about finding hope in a time of disruption and uncertainty. It was written by my friend Andrew Penn, CEO of Telstra. Though it was published this time last year, I found it relevant now.
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Tags: Digital Transformation, Innovation, Leadership
The Future Of Tech – Predictions And Trends To Watch In 2023 According To Salesforce
BRIAN SOLIS
December 12, 2022
Salesforce leaders are on the front lines of the latest trends, technologies, and challenges impacting businesses. They bring expertise and insight from market analysis, customer conversations, and more to help reveal what tomorrow might bring.
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Tags: Analytics, Digital Transformation, Innovation
Are Bots Coming For Your Job? With The Right Leadership, Human-Centered Innovation Will Help You Thrive
Brian Solis
December 06, 2022
Does it feel like robots are coming for your job? That doesn’t necessarily have to be the case. There is one thing that always differentiates us: our humanity.
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Tags: AI, Innovation, RPA
Customer Service Teams Feel More Empowered By Automation And Artificial Intelligence
BRIAN SOLIS
December 05, 2022
Today’s service leaders are struggling to meet growing customer expectations amid a 19% average annual turnover rate and tightening operational budgets. Salesforce Service Cloud CEO Clara Shihand Global Innovation Evangelist Brian Solis see automation and AI as a solution.
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Tags: AI, Digital Transformation, Innovation
Watch: The Future Of Experience Design – Exploring The Need For Human-Centered Experiences
Brian Solis
November 22, 2022
Brian Solis explores the need for human-centered experiences and aims to help executives shift mindsets toward the future.
While everyone talks about Customer Experience (CX) as the new black, most companies miss the real opportunity to be customer-centric. They don’t actually think about experiences from the perspective of the people they want to reach. Customers are evolving. Business processes and mindsets are not keeping up. As a result, they’re limited in the ability to design experiences that matter to an increasingly evolving generation of connected customers.
In this presentation at NextCon in Phoenix, Brian Solis explores the need for human-centered experiences and aims to help executives shift mindsets toward the future.
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Tags: Customer Experience, Digital Transformation, Innovation
The New Role Of Marketing: Drive Business Growth By Reimagining Customer Engagement
Forbes
November 02, 2022
New research reveals how marketers are evolving priorities and adopting innovative tactics amid macroeconomic headwinds.
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Tags: Customer Experience, Innovation, Marketing
Welcome To The Novel Economy
Brian Solis
November 01, 2022
On average, it takes 66 days for new behaviors to become second nature. We have forever changed in the days, months, years following the global disruption of 2020. You can throw your business playbooks, operational checklists, and mindsets out the window.
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Tags: Innovation, Leadership, Business Strategy
Reimagining Customer Experiences In Web3: What Are The Big Questions Companies Need To Ask To Create Value For The Next Web?
Brian Solis
October 27, 2022
This is a very important time and inflection point in the evolution of web3. There’s a fantastic opportunity for brands and marketers willing to engage with this new technology. That said, in the wake of the recent volatility in the NFT and crypto markets, waves of industry layoffs, thefts, hacks, and SEC probes, it’s clear that web3 leaders and the supporting ecosystem must prioritize trust and safety, utility, and long-term value and community to encourage adoption.
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Tags: Customer Experience, Digital Disruption, Metaverse, NFT
Conoce La Tendencia Phygital (DiPhy), Una Nueva Experiencia Del Retail
Brian Solis
September 20, 2022
El contexto actual pandémico en el que se vive ha generado un cambio en el desenvolvimiento de los mercados y, además, ha producido que se establecieran nuevas tendencias en la comercialización; como el Phygital, un nuevo modelo de negocio que caracteriza al sector retail, el cual une al mundo físico y digital.
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Tags: Innovation, Retail
From Phygital To DiPhy: The Importance Of Experience In A Hybrid Future Of Retail
Brian Solis
September 19, 2022
Conoce la importancia de la experiencia Phygital en el retail, según Brian Solis
Brian Solis, Experto en Innovación Global de Salesforce, sostuvo una entrevista con Perú Retail en donde definió la importancia de aplicar en los negocios una nueva experiencia Phygital, basada en la innovación, para que los retailers empiecen a evolucionar y dejen atrás la idea de intentar modernizar una experiencia antigua.
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Tags: Customer Experience, Innovation, Retail
Enterprise Times: 15 Key Statistics From Salesforce’s State Of Connected Customer Report
Brian Solis
August 24, 2022
Salesforce’s State of Connected Customer Report provides insights from 17,000 consumers and business buyers on the new customer engagement landscape.
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Tags: Customer Experience, Digital Transformation, Leadership
Why Web 3.0 Will Rewrite The Business Playbook: An Interview WithBrad Howarth, CMO Australia
BRIAN SOLIS
August 22, 2022
Marketing practices have changed dramatically in recent years as new technologies, channels and processes have rewritten rules of engagement and delivery. But at its core, many key concepts that underpin marketing – aggregating audiences, designing and delivering campaigns and driving conversion – remain essentially the same as they were when they were first refined in the 1950s and 1960s.
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Tags: Digital Transformation, Innovation, Leadership
You are the Architects of a New Future
LinkedIn
August 18, 2022
My plan was to deliver a keynote that explored retail and customer trends transforming the new future landscape for brick-and-mortar, online, and hybrid shopping innovation. At the last minute, I changed my mind to instead focus on the challenges and opportunities facing executives in the room.
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Tags: Customer Experience, Digital Transformation, Innovation
The Importance Of Retail Experience Design; Designing A Valuable Retail Experience
Brian Solis
August 15, 2022
via Lauren Mathews, LEAP Author Lauren Mathews explores the importance of total experience innovation in a hybrid world. Solis’ book, X: The Experience When Business Meets Design, couldn’t be more timely. In her article, she writes… 90% of purchases are researched online before being made in-store. Customers expect a memorable experience when shopping in stores. A retail store experience brings a brand’s story and values to life. But retailers can’t rely on Instagrammable moments and digital screens alone to make their stores…
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Tags: Customer Experience, Innovation, Retail
The CMO’s Guide To Understanding The Future Of Brands, Consumers, And Community In A Web3 World
BRIAN SOLIS
August 08, 2022
Conceptually, Web3 is a decentralized, permissionless, trustless internet experience—not requiring the support of a trusted intermediary—that employs peer-to-peer interaction and meritocracy to put power and ownership in the hands of individuals rather than centralized entities. It’s envisioned as a digital space where services are operated, owned, and improved upon by communities of users.
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Tags: Customer Experience, Digital Transformation, Innovation
Seth Godin And Brian Solis Discuss How To Make Your Brand More Trustworthy
Brian Solis
August 04, 2022
Marketing guru Seth Godin and Salesforce vice president and global innovation evangelist Brian Solis offer their take on how to build customer trust.
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Tags: Customer Experience, Marketing
Beyond The Hype Of Web3: Delivering Utility, Value And Community In The Next Web
Brian Solis
August 01, 2022
My dear friends Chris Heuer and Kristie Wells asked me to open Web 3.1, a new unconference series they founded. The goal of the event was to explore ways to deliver the promise of web3. This article is inspired by the research that went into my presentation and the conversations that followed. You can watch the presentation here.
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Tags: Metaverse, NFT
Reimagining Customer Experiences In The Next Web: What Are The Big Questions Brands Should Ask To Create Value In Web3?
Forbes
July 28, 2022
Before you jump into Web3, NFTs, the metaverse, or crypto, leaders need to ask different questions, starting with, what new value can I create in Web3? Here is a complete list of questions to ask and considerations for creating new value, delivering innovative experiences, and building communities
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Tags: Customer Experience, Metaverse, NFT
The Magic Of Stories: How To Be An Amazing Storyteller When Everyone Is A Storyteller
Brian Solis
July 11, 2022
Once upon a time, I collaborated with LinkedIn and GapingVoid Culture Design Studio to explore the art and science of storytelling and inspire marketers to reimagine how they connect with their audiences. That partnership led to an interview, shared below, an ebook, “Once Upon a Digital Time“, and a video conversation, “Can Storytelling Save Marketing?” (video at the end of the post).
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Tags: Customer Experience, Innovation, Marketing
Web3, A Decentralized Internet, Will Evolve, But Must First Pass Through A Phase Of Disillusionment
BRIAN SOLIS
June 30, 2022
Anthropologist and futurist of the digital world Brian Solis is optimistic about attempts to reform the web, make it more decentralised and give users more power. He warns, however, that this so-called web3 must first pass through a ‘valley of disillusionment’.
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Tags: Digital Transformation, Innovation, Leadership
What Is The Metaverse? Here’s A Simple Definition
Brian Solis
June 29, 2022
The metaverse is a virtual immersion into the next generation web.,
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Tags: Digital Disruption, Innovation, Metaverse
ANA: How Do Marketers Express Digital Empathy?
Brian Solis
June 21, 2022
Empathy-based marketing has become a growing part of the conversation among brands and organizations looking to engage their audiences more effectively and strengthen relationships. But with an online-first marketing strategy how do companies practice so-called digital empathy? And how do you see the world through another person’s eyes via an algorithm?
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Tags: Digital Transformation, Marketing, Business Strategy
CRYPTOGLOBE: Beyond Money-Motivated Projects – The State And Promise Of Web3
Brian Solis
June 15, 2022
On Monday (June 13), American serial entrepreneur and technology investor Kevin Rose commented on Ethereum, Web3, and the current crypto market conditions.
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Tags: Cryptocurrency, Digital Disruption, Innovation
The Importance Of Digital Wellness, Self-Care, And New Skills In A Hybrid World
BRIAN SOLIS
June 08, 2022
I’ve studied the impact of mobile devices, social media, online worlds ad games, to understand how we changed. I learned that digital has a way of transforming us. And it’s not always for the better. Since 2020, we’ve had to embrace digital in our lives and work as a matter of survival and that too, changed us. Since then, we’re only moving faster, but we’ve not yet had a chance to slow down to understand how we’ve changed, what’s good and what’s taking away from our potential, what’s helping vs. what’s harming us, and what to do differently, intentionally, moving forward.
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Tags: Digital Transformation, Social, Leadership
INFOSECURITY Magazine: Solving The Gen-N Security Dilemma
BRIAN SOLIS
June 07, 2022
No matter the industry you’re in, hybrid work is the talk of the town. How do you enable it? What considerations do you need to make for employees? There are a range of questions to ask, but perhaps one thing that is glanced over is how the behaviors of employees drive your hybrid strategy.
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Tags: Digital Transformation, Innovation, Leadership
Digital Transformation Is More About Humans Than Digital
Brian Solis
June 02, 2022
At Hannover Messe, the CEO and CTO of Siemens, Cedrik Neike and Peter Koerte, explored the roles of culture, human-centered design, and leadership in effective digital transformation.
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Tags: Digital Transformation, Innovation, Culture
You’re Probably Not A Customer-Centric Company Yet, But New Research Shows How To Change That
Forbes
May 24, 2022
Becoming customer-centered company takes more than a tagline. Customer centricity is the ability of people in an organization to understand customers' situations, perceptions, and expectations. Here's what customers want and value and what to do about it.
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Tags: Customer Experience, Innovation, Leadership
The New Future Of Work And The Importance Of Self-Care, Well-Being, And Digital Wellness
Brian Solis
May 03, 2022
In remote and hybrid work, we’re getting things done in new ways and reinventing the #FutureofWork at every step. We are also learning about our needs, to be not only productive, but also what we need to do differently to be happy, successful, and well. Now more than ever, we need to learn and practice new forms of self-care, well-being, and digital wellness as digital will only become more pervasive (and sometimes invasive) in our lives.
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Tags: Digital Transformation, Leadership, Future of Work
More Intelligent Tomorrow: The New Economy Will Require Empathy
Brian Solis
May 02, 2022
Henry Ford famously said, “If you always do what you’ve always done, you’ll always get what you’ve always got.” So how do you find novel approaches to solving old problems?
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Tags: Leadership, Future of Work, Business Strategy
Zoom’s Work Transformation Summit: Humanizing The Customer Experience
Brian Solis
April 19, 2022
Zoom is part of our everyday life now, creating new windows into work, entertainment, education, and augmenting how we communicate with one another and how we experience events and engagements…together.
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Tags: Customer Experience, Future of Work
The Five Stages Of Building A Digitally-Centered, Customer-Unified Company
Forbes
April 13, 2022
As the world opens up, one sure thing to bet on is that we aren’t going back to normal. Digitizing past experiences or assuming customers will go back to yesterday’s standards is unwise. Beyond becoming digital-first during pandemic disruption, consumers have learned new skills and behaviors, and have now come to expect innovative, best-in-class engagement in digital and hybrid channels. They’re not looking to settle for less. They’re not seeking reluctant relationships. They’re empowered and more conscious, discerning, and purposeful.
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Tags: Customer Experience, Digital Transformation
The Future Of Patient Experience & Innovative Experience Design In Healthcare: Visionary Keynote At HIMS22
Brian Solis
April 11, 2022
Brian Solis recently delivered his keynote presentation at HIMSS22, “Visionary Keynote: The Future of Patient Experience & Innovative Experience Design in Healthcare.”
Following the event, Teta Alim writing for HealthTech, summarized a series of keynotes focused on healthcare innovation. Her story included a summary of Brian’s presentation, too!
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Tags: Innovation, HealthTech
Upgrading The Airport Experience For Travelers – Airport Experience Conference
Brian Solis
April 06, 2022
Brian Solis keynoted the Airport Experience Conference in Orlando, Florida. Following is a summary of his presentation, “Digital Disruption And The Post-Pandemic Consumer.” Following his presentation, Brian also signed copies of his best-selling book, “X: The Experience When Business Meets Design.”
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Tags: Customer Experience
The Digital Change Agent’s Manifesto How The People Behind Digital Transformation Lead Change From Within
Brian Solis
April 04, 2022
Several years ago, I published research that I believe is actually more meaningful today. In a post-pandemic world where every company is accelerating digital transformation, executives cannot miss the opportunity to transform their business for a new economy.
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Tags: Digital Transformation, Innovation
Building On The Promise Of Web3 To Deliver A Future Of Utility, Value And Empowerment That Benefits Everyone
Forbes
April 04, 2022
Web3 is at peak Hype Cycle with crypto, NFTs, the metaverse, and blockchain fueling a frenzy that is creating excitement, confusion, and also new opportunities. This article explores the hype and the promise of web3 to inspire next-generation companies, products, services, and experiences
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Tags: Blockchain, Cryptocurrency, NFT
Roadmap: Curating The Internet – Bessemer Venture Partners
Brian Solis
March 31, 2022
Alexandra Sukin of Bessemer Venture Partners explores the evolving movement of curating the internet. In her article, she quotes Brian Solis and a term he coined in Fast Company to describe the rise of social networks based on interest graphs and close-ties as social “nicheworks.”
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Tags: Innovation, Social, Marketing
Designing The Customer’s Experience – Live At The CMO Club Summit
Brian Solis
March 30, 2022
Brian Solis, Digital Anthropologist and Global Innovation Evangelist for Salesforce believes the pandemic fundamentally changed us all, calling it an epochal moment. During the 2021 CMO Club Innovation and Inspiration Summit, Brian shared how people are spending more time in the digital world than ever, but at the same time, they have stronger preferences about what they want from brands.
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Tags: Customer Experience, Innovation
The Escalating Dilemma Of Executive Out Of Touchness
Brian Solis
March 28, 2022
A few years ago, my dear friend Stowe Boyd reached out to ask an important question in regards to future of work and business transformation. His goal was to cast the light directly on the (r)evolution lead by those who want change within the organization and also expose (and inspire) those who don’t. It’s a subject I’ve extensively studied over the years. In fact, I recently published “The Digital Change Agent’s Manifesto” to help those fighting for change learn the art and science of human transformation. I wanted to share his question and my thoughts with you here. I hope it helps you!
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Tags: Leadership, Future of Work
Top Futurist Keynote Speaker Brian Solis – The Future Happens To Us Or Because Of Us
Brian Solis
March 23, 2022
We’re living in a very disruptive time. Digital disruption is all around us. It’s happening to us and because of us.
So my message today is really about a choice. You have a choice as to what role you want to play in the future of the digital economy.
Do you want to shape it? Or do you want to be affected by it? It’s a matter of “adapt or die.”
All of the disruptive technology that’s happening in the post-pandemic world…ask yourself, how does that play out next year, in two years, or in 5, 10, 15 and 20 years from now?
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Tags: Digital Transformation, Innovation, Leadership
Customers Are The Ultimate Influencers; The Value Of A Shared Experiences And How To Measure Them
Brian Solis
March 21, 2022
After releasing, What’s the Future of Business: Changing the Way Businesses Create Experiences, I also published a secret “bonus” chapter for those who finished the book and found the Easter egg at the end. Now, I’m making the bonus chapter available for everyone
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Tags: Customer Experience, Innovation, Business Strategy
Reimagine the Role of Marketing as the Growth Engine for Business
LinkedIn
March 15, 2022
78% of CEOs are banking on CMOs and marketing leaders to drive growth.
Companies that deliver on the "growth triple play" by unifying creativity, analytics, and purpose, drive average revenue growth of 2.7 times versus peers.
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Tags: Innovation, Leadership, Marketing
The Great Resignation Is About Feeling Valued And Finding Value In Your Work
Brian Solis
March 14, 2022
As the Great Resignation opens our eyes to the importance of being valued and finding value in our work, Brian Solis’ LifeSCALE is a essential book for anyone making a move.
Listen to Brian on the “Art of the Possible” with Dan Morrison and Rob Page break it all down
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Tags: Leadership
Build Brand Awareness And Relevance Through Mobile-First Micro Moments
Brian Solis
March 14, 2022
Since 2020, every organization, all at once, was challenged to digitize customer journeys. From e-commerce to buy online pickup in store (BOPIS) to curbside to deliveries to buy now pay later (BNPL) to micro-fulfillment and everything in-between, digital transformation was no longer a competitive differentiator, it was a necessary business foundation just to compete on par with everyone else. But as digital-first buying behaviors became the new norm, customers quickly realized that “digital” itself isn’t a magic wand to deliver universally productive customer experiences.
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Tags: Customer Experience, Digital Transformation, Innovation
Reimagining The Future Of Marketing And Why CMOs Will Drive Business Growth In The Future
Brian Solis
February 21, 2022
COVID-19 overturned lives and livelihoods across the globe, forcing people to find new ways of working, shopping, and playing. Homebound consumers abandoned deep-seated shopping habits overnight, going online in droves and compressing a decade’s worth of digital adoption into months.
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Tags: Analytics, Marketing, Business Strategy, COVID19
MARK UP: Darwinismo Digitale: Come La Pandemia Sta Impattando Sul ‘Retail Reset’ – Digital Darwinism: How The Pandemic Is Impacting The ‘Retail Reset’
Brian Solis
February 17, 2022
Writing for MARK UP in Italy, Giovanna explores the “Great Reset” and its impact on the future of retail. She references Brian Solis and his work studying “Digital Darwinism.”
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Tags: Digital Transformation, Innovation, Retail
Data-Driven Empathy Helps Businesses Develop A Human-Centered Approach To Digital Transformation And Innovation
Brian Solis
February 11, 2022
While onsite in New York, I was interviewed by the Netbase Quid team to share highlights from my presentation on data-driven empathy.
Every technology revolution moves people in new directions.
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Tags: Digital Transformation, Innovation
From The Great Resignation To The Great Digital Skills Divide: The Need For Empathetic Leaders In A Digital-First World
Forbes
February 09, 2022
Following the great resignation is a “great digital divide,” one that exposes the expertise needed to thrive in a digital-first world and those who largely possess pre-pandemic skills. Here's what leaders and employees need to do differently moving forward.
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Tags: Digital Transformation, Digital Disruption
What’s Standing Between Your Business Transformation Strategy And The Experiences Customers Are Seeking
Brian Solis
February 03, 2022
Customers care about end-to-end experiences, not how your company is organized. Business leaders are quick to say that a connected customer experience is a major business priority. But the truth is that they are struggling to do it well. New data captures the gap between business and digital transformation and the integrated experiences customers desire.
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Tags: Customer Experience, Digital Transformation, Business Strategy
Generation Novel Hybrid Workers Bring New Demands And Risks
Brian Solis
February 01, 2022
During the pandemic, Brian Solis’ research at Salesforce led him to coin two important trends, the Novel Economy and Generation-Novel, to describe how the pandemic reshaped customer behaviors to set the stage for a hybrid post-COVID 19 economy.
Ariba, a Hewlett Packard Enterprise company, cites his research in a new report, “A hybrid workplace for a hybrid workforce: Is your business ready to support Generation Novel?”
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Tags: Culture, Future of Work
A New—And Timeless—Digital-First Consumer Is The Future
Brian Solis
January 19, 2022
Brian Solis keynoted the ASAE Technology Exploration Conference in Washington, D.C. To set the proverbial stage, Associations Now interviewed Brian on his thoughts on a new digital world ahead of his presentation.
Disruption can be a gift, according to Brian Solis, bestselling author, digital anthropologist, and futurist. Among the positives: It created an ageless consumer segment that is leading the way.
There’s a different, inclusive generational category that has nothing to do with birthyear span or the stereotypes and baggage they often carry, like baby boomers or millennials. Instead, meet Generation Novel. Coined by Brian Solis, global innovation evangelist at Salesforce, Generation N refers to a new kind of customer, perhaps forever changed by the pandemic.
Generation N is digital-first and cross-generational, so whether a consumer is 25 or 55, when they use t
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Tags: Digital Transformation, Digital Disruption, Innovation
Is The Future Of Business Growth Tied To A New Generation Of 360 Experience Marketers?
Brian Solis
January 17, 2022
Executives across the globe are prioritizing investments and capabilities that help accelerate business growth. According to McKinsey research, 78 percent of CEOs are now banking on marketing leaders to drive growth. We aren’t talking about your everyday CMO, however. To drive business growth requires a new breed of 360 CMOs and marketers, those who take a holistic, data-driven, 360 approach to customer experience transformation and innovation.
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Tags: Customer Experience, Innovation, Leadership
McKinsey – The Growth Triple Play: Creativity, Analytics And Purpose
BRIAN SOLIS
January 13, 2022
Brian Solis joined McKinsey at Cannes Lions, the International Festival of Creativity, to debut research that explores the high performing organizations that prioritize the “growth triple play” of creativity, analytics, and purpose.
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Tags: Customer Experience, Innovation, Business Strategy
Generation Novel: How To Engage The New Post-Pandemic Customer
Brian Solis
January 12, 2022
Following his keynote at ClickZ Experience, Brian Solis sat down with Elizabeth Roscoe to talk about Generation-Novel, the cross-generation psychographics segment of post-pandemic customers.
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Tags: Customer Experience, Innovation, Leadership
The Importance Of Digital Empathy In A Digital-First World
BRIAN SOLIS
January 11, 2022
While working digitally, it’s easy to forget we’re all human and that what we see on the screen doesn’t always reveal what people are really feeling. Join Brian Solis, Global Innovation Evangelist at Salesforce, 8-times best-selling author, and digital anthropologist, for a discussion on how we can better serve customers, teammates, and ourselves through our practice of digital empathy.
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Tags: Leadership, Future of Work, Business Strategy
Humanizing AI, Automation, Robotics, And The Future Of Business
BRIAN SOLIS
January 10, 2022
Our particular episode focused on the state and future of artificial intelligence (AI), automation, and robotics. I was was joined by Anima Anandkumar, Director of Machine Learning Research, NVIDIA and Professor of Computing and Mathematical Science at Caltech. Together we explore the impact of AI on society, business, and creative output. As a digital anthropologist, I also apply a human lens to the conversation.
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Tags: AI, Digital Transformation, Innovation
Healthcare Transformers: A Two-Part Series Defining The Future Of Patient Experience By Brian Solis
BRIAN SOLIS
January 06, 2022
Brian Solis penned an innovative two-part series for HealthcareTransformers that addresses the answers to these questions and more. Solis also explores the potential of digital, physical, and hybrid experience design in a digital-first world with mobile and Web 3.0 transforming patient expectations.
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Tags: Customer Experience, Innovation, Leadership, Business Strategy
Entrepreneur: Your Top 4 Questions About 2022, Answered By The World’s Top Superforecasters
Brian Solis
January 04, 2022
Adam Soccolich interviewed Brian Solis for the December 2021 issue of Entrepreneur. The article made the print edition and is also available at Entrepreneur.com (subscription required).
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Tags: Entrepreneurship, Business Strategy
The Promise of Web3 is Less About Trust and More About Truth
LinkedIn
January 04, 2022
Let's take a minute to see through the hype.
Web3 sets the stage for challenger and legacy brands to create new economic value and transform consumers into investors.
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Tags: Blockchain, Cryptocurrency, Innovation
Generation C And Why Healthcare Must Adapt To Meet Their Expectations
Brian Solis
December 20, 2021
Who is Generation C and how will healthcare adapt to meet their expectations? The term “Gen C” was first introduced circa 2012 by futurist Brian Solis as a way of describing a generation of connected consumers defined not by their age, geography, or income but by their hyper-connected, mobile-first mentality.
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Tags: Digital Transformation, Innovation, HealthTech
A New—And Timeless—Digital-First Consumer Is The Future
Brian Solis
December 14, 2021
Disruption can be a gift, according to Brian Solis, bestselling author, digital anthropologist, and futurist. Among the positives: It created an ageless consumer segment that is leading the way.
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Tags: Customer Experience, Digital Transformation, Digital Disruption
Digital Futurist Says The Technology Behind Psychographic Targeted Can Be Used For Good, Evil Or Advertising
Brian Solis
December 13, 2021
Brian Solis is Global Innovation Evangelist at Salesforce [previously principal analyst at Altimeter Group in the US], where he studies disruptive technology and works with companies around the world on business innovation and digital transformation strategies. He was introduced at last month’s OMD Predicts event in Dubai as “a keynote speaker, digital anthropologist and futurist,”and he has always looked at how technology affects society.
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Tags: Innovation, Marketing, Business Strategy
And Just Like That, Peloton Fires Back Following Public Relations Crisis
Forbes
December 13, 2021
It’s said that whoever controls the narrative has the power. And if Peloton learned anything after its major holiday ad debacle in 2019, it’s that you can’t simply step back and hope that the world will pick up and move on. The controversial ad, “the Gift that Gives Back,” featured an attractive family during the holidays with the husband surprising his wife with a Peloton exercise bike. The backlash was swift and brutal, causing the company’s stock to lose $1.5 billion in value at one point.
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Tags: Digital Transformation, Innovation, Marketing
Special Report: A Blueprint For Becoming A Customer-Unified Company; Making The Customer’s Experience The Heart Of The Enterprise
Brian Solis
December 07, 2021
Customer experience is the number one priority as ranked by executives around the world. Even though most may say they’re already “customer-centric,” the reality is that only 15% say they have both a single (360-degree) view of customer data and the organizational structure to make use of those insights.
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Tags: Customer Experience, Marketing
Shifting Mindsets From Customer Experience To The Customer’s Experience
Brian Solis
October 14, 2021
Customers are digital nomads that travel at light speed. We see them for seconds at a time. Their experience is as much defined by exchanges in the chat box as it is with how they use our products.
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Tags: Customer Experience, Customer Loyalty
How To Transform In A Time Of Uncertainty; The Path To Personal And Professional ROI (Return On Innovation)
Brian Solis
October 06, 2021
The following was written as a prelude to a keynote presentation for a global company undergoing massive transformation. May it also inspire you in your work to bring about meaningful change…
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Tags: Digital Transformation, Innovation, Leadership
Upgrading Traditional Loyalty Programs To Foster Customer-First, Digitally-Centered Loyalty Experiences
Forbes
October 04, 2021
We are at a watershed moment in retail, consumer goods, manufacturing, travel and hospitality, and any business that thrives on customer loyalty. During the pandemic, consumers all around the world were driven toward digital-first behaviors in how they shopped, worked, learned, and entertained. This accelerated many shopping behavior trends and even changed the dynamics for how consumers value brand loyalty. According to McKinsey, 75% of shoppers tried a new retailer, brand, or behavior during the pandemic with up to 83% expecting to continue those new traits post-pandemic. This means loyalty is up for grabs and retention now becomes mission critical.
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Tags: Customer Experience, Innovation, Customer Loyalty
Businesses Can Hit A ‘Home Run’ In CX And Marketing By Investing In A Growth Triple Play Of Creativity, Analytics And Purpose
Forbes
September 01, 2021
Recent McKinsey research uncovered a “growth triple play,” where successful companies integrate creativity, analytics, and purpose to deliver at least two-to-three times the growth of their peers. Here's what they do specifically to drive growth...
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Tags: Analytics, Customer Experience, Marketing
This Is Marketing’s Ctrl-Alt-Del Moment: Leading CMOs Prioritize CX And Innovation In Business Transformation
Forbes
August 24, 2021
The purpose of business is to create a customer. There are two—and only two—basic functions: marketing and innovation. Executives NOW understand that businesses need to digitally transform to meet the discerning, shifting expectations of digital-first customers.
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Tags: Digital Transformation, Innovation, Marketing
Webinar: Digital Wellness For A Remote Workforce And The Role Of IT
Brian Solis
August 23, 2021
With the haste to roll out additional technology to support remote work and an expectation for employees to rapidly adopt that technology, there can be complaints and consequences as it relates to tech adoption.
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Tags: Digital Transformation, Future of Work
Brian Solis Urges Businesses To Look Forward
Brian Solis
August 18, 2021
Hall of Fame pitcher Satchel Paige was known for saying, “Don’t look back; something might be gaining on you.” Futurist Brian Solis shares that belief, especially as it pertains to businesses and their need to look forward, not back.
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Tags: Digital Transformation, Innovation
The Augmented Workforce: How Artificial Intelligence, Augmented Reality, And 5G Will Impact Every Dollar You Make
Brian Solis
August 03, 2021
When my friend Cathy Hackl asked me to write the foreword for her new book with John Buzzell (@buzzxr) the answer was of course, “yes!” Not only is she a long-time friend, but the’s also a leading authority on virtual reality (VR), augmented reality (AR), and spatial computing. I geek out on this stuff! But when I actually read the manuscript, I felt lucky to have been asked. It’s an incredibly important and timely topic for every business and for entrepreneurs and dreamers everywhere.
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Tags: AI, Innovation, 5G
The Future CMO: Driving The Seamless Customer Experience With Seth Godin And Brian Solis
Brian Solis
July 14, 2021
The role of CMOs globally has been on a continuous path of transformation. The digital era has created new ways for businesses to connect with audiences on a deeper level, and in turn deliver more seamless, personalized customer experiences at scale. Today’s CMO is uniting brand, sales, commerce, service, and loyalty to own the end-to-end customer journey.
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Tags: Customer Experience, Marketing
PhocusWire: A New Age For Customer Engagement In Travel
Brian Solis
July 13, 2021
There is no time like the present to consider whether or not you engage your customers in the best and most valuable way.
Travel brands are desperate to be doing the right thing for passengers or guests, at the same time as getting operations running smoothly and efficiently once more.
Social media is one element of that effort but customer engagement through any channel has a lot more potential now than ever before.
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Tags: Customer Experience, Digital Transformation, Marketing
2021: 11 Digital Trends Shaping CX And Marketing
Brian Solis
July 13, 2021
Times, tastes and trends always change. We live in an era of digital Darwinism, the evolution of technology and markets and its impact on norms and behaviours. To better compete, we need to see the world through the eyes of the customer. This is why I believe that when we discuss “customer experience” as an imperative, we should shift perspective, add “’s” and explore solutions and innovation from the “customer’s experience.”
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Tags: Customer Experience, Digital Transformation, Marketing
Change by design: The new role of digital and software in organizational transformation
CIO
July 07, 2021
In 2021 and beyond, business and technology leaders should not settle for a “new normal,” nor frame the future as the “next normal.” If we really think about it, the business and operational models that powered yesterday’s companies were largely scaled and optimized from paper-based analog processes. Simply digitizing legacy systems, and mindsets, isn’t going to cut it in the new world. We no longer have generous multi-year timelines to transform. It’s time to reimagine the role of digital transformation in the future of work, create new value for digital-first customers, reskill employees for the new world, and explore innovative technologies to build tomorrow’s business, today.
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Tags: Digital Transformation, Innovation, Future of Work
The Future Of Retail Is Now: The Shift To Digital-First, Customer-Centered Engagement
Brian Solis
June 22, 2021
To meet post-pandemic expectations, retailers are challenged with transforming their operations, accelerating digital transformation, and modernizing their workforce management strategies to better empower their service agents and store associates.
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Tags: Innovation, Retail
Every Company Must Now Become A Wellness Company
Import from forbes.com
June 17, 2021
Now it’s time for a disruption of another kind — a wellness disruption that places employee well-being, at the office and at home, as a strategic initiative at the most senior levels of business.
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Tags: Customer Experience, Digital Transformation, Digital Disruption
Transforming The Employee Experience
Brian Solis
June 15, 2021
In today’s new world of work, we have seen a big increase in the requirement for remote working solutions. But it’s not just about being able to connect remotely. Employees need the technology to enable them thrive, remain productive and engaged. The right tools make the business run better.
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Tags: Future of Work
What the traditional financial services industry can learn from neobanks and fintechs
CIO
June 09, 2021
The pandemic has exposed gaps and accelerated transformation in virtually every industry, and banking is no exception. Faced with spiking demand and the need to go digital fast, most traditional financial services providers saw customer experience as a lower priority over the past year. This was not lost on customers. According to recent Salesforce research, “Trends in Financial Services,” only 27 percent of customers believe the financial services industry is customer-centric, and just 23 percent think the industry handled the pandemic well. Meanwhile, nearly 70 percent of customers say COVID-19 has raised their expectations of companies’ digital capabilities.
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Tags: Customer Experience, Digital Transformation, FinTech
How Government Organizations Have To Make Up For Lost Time In Marketing Innovation
Brian Solis
June 08, 2021
In this session from the 2020 GovComms Festival, we hear from Brian Solis, the Global Chief Evangelist for Salesforce.
Brian discusses how dramatically society has changed amidst the rise of personal computers, the internet, social media and smartphones.
Brian talks about the top priorities of marketers, according to the sixth edition of the Salesforce State of Marketing Research report. The top three priorities that Brian identifies are: first, compliance with privacy regulation. Second, hiring and developing talent. And third, innovation and engaging customers in real time (tied).
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Tags: Digital Transformation, Innovation, Marketing
The Rise of the Accidental Home Chef and Why the Practice of (Smart) Cooking is Good for You
Thrive Global
May 27, 2021
In March 2020, our lives were forever changed. The effects of sheltering-in-place, staying cautious, and constantly worrying about everything from the health and wellness of loved ones, the economy, and our own well-being placed us in a space of uncertainty. We had to learn to adapt, every day. The silver lining of disruption is that, one way or another, we all had to pay attention to the present, and more importantly, to ourselves. We were pushed to reevaluate life and reconsider our personal definitions of happiness and success. These reflections reshaped our daily behaviors and also our aspirations. As these new routines took shape, new lifestyles emerged, and continue to do so. This led to so many life changes. We learned to become resilient. The key though, is to hold on to those positive new behaviors and to let go of those habits that were holding us back.
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Tags: Innovation, Social, Culture
5 Steps To Building Brand Loyalty In 2021 And 2022
Brian Solis
May 26, 2021
I recently had the opportunity to deliver the keynote presentation at “Digitizing Your Customer Experience” organized by Traction on Demand.
My topic focused on customer enchantment in a now digital-hybrid world, “Effective, Efficient, Experiential: Building Lasting Customer Loyalty.”
Following my presentation, the team at Traction on Demand, summarized the key points in an eloquent, helpful article. I wanted to share it with you here…
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Tags: Customer Experience, Innovation, Customer Loyalty
Surviving Digital Darwinism And Thriving Against Disruption: It’s The Survival Of The Most Disruptive
Brian Solis
May 20, 2021
Wow. What an experience. I was asked to present at the incredible Macquarie 2021 Australia Conference, one of the most innovative financial services organization in the world. Following the event, the team at Macquarie shared insights from the conference and I wanted to also share them here with you.
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Tags: Digital Transformation, Innovation
The Future Of Work: Digital, Human And Connected
Brian Solis
May 14, 2021
As the world begins to reopen, Salesforce executives share how it is approaching the future of the office, the technology that facilitates hybrid work, and how putting employees at the center of the equation will create success from anywhere.
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Tags: AI, Future of Work
The New Trajectory Of Retail Innovation Is Guided By Digital-First Customers
Forbes
May 13, 2021
By now you’ve all heard the story of how the global pandemic has dramatically accelerated the adoption of digital-first behaviors for both businesses and consumers. From shopping to working to learning, digital became the way people not only stayed connected, but also safer in everyday scenarios like grocery shopping and even seeing a doctor or dentist. In just the first 90 days of the pandemic, McKinsey documented 10 years of e-commerce adoption. Digital disruption, dating back to the consumerization of the internet and the launch of Amazon.com in the mid-90s, still finds many legacy businesses woefully unprepared for the challenges they face now and in the next normal.
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Tags: Customer Experience, Digital Transformation, Digital Disruption, Retail
Digital-First Consumerism Is Driving An Online Spending Boom
Import from forbes.com
May 13, 2021
From shopping to working to learning, digital became the way people not only stayed connected, but also shopped. Online global commerce is skyrocketing as a result. Here are the numbers and what retailers need to focus on to innovate in the new normal.
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Tags: Customer Experience, Digital Transformation, Digital Disruption
The Rise Of The Appointment Economy: The Last Mile Of Customer Engagement Will Be Scheduled, Optimized And Personalized
Import from forbes.com
May 06, 2021
As the world starts to open up, digital-first behaviors are giving rise to an appointment economy to enhance customer engagement and experiences. Appointments-as-a-service convey that customers’ and experts’ time is a precious commodity.
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Tags: Customer Experience, Digital Transformation, Digital Disruption
If Digital Distraction Inhibits Creative Flow And Happiness Correlates Directly To Creativity, What Will You Do Differently Tomorrow?
Brian Solis
May 05, 2021
Looking to find balance? Looking for direction? Looking for meaning? It’s time to scale your life in this crazy world? GetAbstract has the summary to help you LifeSCALE! Get the key insights in just 10 minutes.
Your time and attention have never been more valuable. Tech companies vie for your attention and trade it as a commodity (have you seen Social Dilemma on Netflix?). They lure you into increasing your time on their platforms, and exploit neuroscientific discoveries to manipulate your online behavior. You succumb to the barrage of distractions, losing focus and creativity. “Digital anthropologist” Brian Solis noticed the demise of his own creativity and developed the Lifescale method in response. He provides a framework for recapturing your focus, rekindling your creative spark, and igniting a deep sense of purpose and well-being.
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Tags: Innovation, Leadership
Digitaal Antropoloog Brian Solis: “Bedrijven Moeten Zich Nú Klaarstomen Voor Generation N”
Brian Solis
May 04, 2021
Brian Solis is naast bestseller-auteur misschien wel dé autoriteit op vlak van marketing en sociale media. Als ‘digitaal antropoloog’ houdt de Amerikaan voortdurend de vinger aan de pols over de maatschappelijke verschuivingen die op ons afkomen. In een nieuwe Techmag episode geeft hij een blik op de toekomstige trends in het digitale landschap, en hoe bedrijven zich kunnen voorbereiden op het nieuwe normaal.
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Tags: Digital Transformation, Innovation, Business Strategy
The Digital Transformation Of Mindsets To Drive Exponential Innovation In The Novel Economy
Brian Solis
April 29, 2021
Dr. Mik Kersten is someone I only recently met, but I’ve quickly grown fond of his thinking and work. In 2020, we organized an event together, “Transitioning from Project to Product to Thrive in the New Normal.” Our initial conversation led to an exploration of new possibilities in digital transformation in a time of global crisis, an era I called the “Novel Economy.” Then earlier this year, Dr. Mik and I hosted an executive roundtable that focused on strategy planning and OKRs.
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Tags: Digital Transformation, Innovation
Artificial Intelligence And Quantum Computing Will Change Our World Completely
Brian Solis
April 28, 2021
It was just 14 months since I was in Mumbai. Seems like a lifetime ago already.
At NASSCOM, I had the opportunity to present on #quantumcomputing and also separately on the importance of human-centered design in technology. It was truly an amazing event.
Before I left, Suresh Venkat invited me to a video conversation about tech and humanity. I wanted to share a clip with you.
I’m definitely going to spend more time on this subject over the coming year.
“AI, machine learning, deep learning, have the power to solve societal problems and bring us together”
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Tags: AI, Future of Work
Driving Lifelong Loyalty Through Human-Centered Customer Service
Import from forbes.com
April 28, 2021
“I can’t wait to call customer service,” isn’t something you’d expect to ever hear from everyday consumers.
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Tags: Customer Experience, Digital Transformation, Digital Disruption
Celebrating Health Innovation At SXSW Online 2021
Brian Solis
April 23, 2021
SXSW was one of the first industry conferences cancelled in 2020 due to the COVID-19 global pandemic. My friends at Real Chemistry were among the first to support SXSW’s virtual come back. Real Chemistry hosted a unique Healthcare Media Lounge, a two-day virtual event that featured industry experts who explored the future of digital health innovation.
I was invited to join an amazing panel to speak about “Five Things to About Digital Transformation in Healthcare.”
My colleagues on the panel included, Ron Kim, Merck, Manoj Narayanan, Real Chemistry, and Jo Ann Saitta, Real Chemistry.
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Tags: Digital Transformation, Innovation, HealthTech
Salesforce Live Australia & New Zealand: The Future Of Customer Experience, In The Age Of Generation Novel
Brian Solis
April 22, 2021
The New Normal is for everyone else. The Next Normal is where everyone is racing. But not you. This rare Ctrl-Alt-Del moment is both a disruption and a gift. For the last 20 years, the world was changing because of digital. Now, the world has changed and it’s not going back. The emotional and psychological effects of the pandemic are resetting customer values and encouraging them to experiment with other brands, retailers, and services giving rise to ‘Generation-Novel’, the customer segment created by the pandemic. Want to boost customer loyalty in this era of uncertainty? Start with reimagining service and customer experience. Then, think differently about the role your service teams and customer service plays in the customer journey.
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Tags: Customer Experience, Digital Transformation, Innovation
Xclusive Facts About X, Rethinking Books In A Digital World, The Magic Of Disney Storyboarding, And The Rise Of Experience Design
Brian Solis
April 21, 2021
When X: The Experience When Business Meets Design was released in October 2015, it was ahead of its time. Executives didn’t yet understand that the world was becoming more and more digital, and with it, digital Darwinism would reshape the nature of human dynamics and market evolution. It would ultimately take a global pandemic to accelerate this transformation.
The book and its “X” framework explored how to create relevant and aspirational digital, physical, and hybrid experiences that built upon the most enchanting and immersive stories and journeys in the world.
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Tags: Customer Experience, Innovation, Business Strategy
Introducing WTF, What’s The Future, A Podcast That Explores The Future Of…
Brian Solis
April 19, 2021
In 2019 and early 2020, I worked on plans to launch a new podcast based on the title of my book, What’s the Future of Business (WTF for short). I pre-recorded an entire series and planned on dropping the first season Netflix style. The idea was to surprise everyone with a lineup of shows with amazing guests to binge at will. With LifeSCALE in full swing plus big life changes I was working on at the time, oh yeah, and then the pandemic, I never formally launched the new show.
Now we live in a new world where live video and social audio are now the norms. I’ve since launched a different show with my friend and co-founder John Kao called Intersections.
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Tags: Innovation, Social, Business Strategy
What Is The Purpose Of A Logo? It’s More Than Design…It’s About Purpose And Experience
Brian Solis
April 14, 2021
My friend Spencer Chen, CMO of BRD and Blockset, blew up Twitter a while back by observing that many hot tech companies have apparently borrowed their logos from previous designs. While there is a finite set of possibilities specifically for logos based on a single character, the resemblances are striking and uncanny nonetheless. Furthermore, the logos of Airbnb, Beats, Flipboard and Medium all seem to be based on designs featured in a 1989 design book, “Trademarks & Symbols of the World: The Alphabet in Design.”
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Tags: Customer Experience, Innovation, Marketing
Customer Service In 2021 And Beyond: Salesforce Study Reveals The Pandemic’s Lasting Impact
Brian Solis
April 12, 2021
As the serial crises of 2020 redefine customer engagement, customer service leaders are transforming their operations, accelerating digital transformation, and overhauling their workforce management strategies. That’s according to Salesforce’s fourth State of Service research report, released today, which provides a snapshot of the priorities, challenges, and trajectories of customer service teams around the world. This edition is based on Salesforce’s largest and most global survey of customer service agents, decision makers, mobile workers, and dispatchers: over 7,000 respondents across 33 countries.
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Tags: Customer Experience, Digital Transformation, Innovation
5 Things To Know About The Rapid Acceleration Of Digital Health
Brian Solis
April 07, 2021
Following the conversation at SXSW 2021, “The Path Forward to Healthcare Innovation and Digital Transformation,” Real Chemistry published important research (and an infographic), to spotlight, “5 Things to Know About the Rapid Acceleration of Digital Health.”
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Tags: Digital Transformation, Innovation
Forging Undisruptable Bonds Between Brands And Consumers
Brian Solis
April 07, 2021
There’s an old story about two men having an earnest conversation about the future. One is nervous about what’s coming, while the other seems oddly unperturbed. When asked how he can be so calm, the unbothered man motions for his friend to pull a book down off the shelf called “Future Facts.”
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Tags: Innovation, Marketing, Business Strategy
Introducing The Ideation Cycle – A Fun Framework For Marketing And Building Movement Around New Ideas
Brian Solis
April 05, 2021
Everyone has ideas. What separates ideation from impact is action, community-building, and creating value.
Ideas represent possibilities for alternate futures. Ideation stirs hope and forms pathways to change. But, the idea is just one part of transformation and innovation. It takes a village as they say. And the village must not only believe in the idea, but also believe in mission, the purpose, and the value they’ll experience as a result.
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Tags: AI, Digital Transformation, Innovation
The Future Of Work: New Salesforce Research Reveals How Organizations Should Work In A Post-Pandemic Economy
Brian Solis
April 01, 2021
Salesforce published its first data-driven “Global Stakeholder Series: Future of Work, Now” research visualized using Tableau. The research explores how the COVID-19 pandemic is shaping people’s attitudes about current work environments and their perceptions on the future of work.
Employees now expect their employers to employ strategies for positive, long-term change. This research is meant to provide insights into where organizations can reimagine the future of work, now.
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Tags: Future of Work
Culture 2.0: Why A Digital Culture Is A Competitive Advantage
Brian Solis
March 30, 2021
Ah, the days when we could travel for to conferences.
I’d like to share one fond memory with you because this topic is only more relevant in a post-pandemic world.
I was invited to give a keynote presentation at Social Business Forum X in Milan. The theme of the presentation was the importance of building a digital culture to compete in an era of “digital Darwinism.” At the center of it, is not technology, it’s a renewed human-centered approach to employee engagement and experiences designed for modern trends, life and work styles and competitiveness.
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Tags: Innovation, Culture, HR
Relevance Is In The Eye Of The Beholder; The Same Is True For Experience
Brian Solis
March 30, 2021
For industries to stay competitive in today’s online economy, they need to use artificial intelligence (AI) to offer personalized recommendations and experiences to survive and win. In a recent Coveo survey of nearly 200 US consumers, respondents reveal how markets are falling short.
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Tags: Customer Experience, Digital Transformation
The Future Of Brand Is Shaped By The Experiences Customers And Employees Have And Share
Brian Solis
March 29, 2021
Have you ever read a review of a restaurant before making reservations?
Have you ever read a review of product before making a purchase?
Have you ever read a review of a company before deciding to take a job?
Have you ever watched Youtube videos or asked your network aka hive mind for input regarding any of the above.
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Tags: Customer Experience, Innovation, Marketing, Business Strategy
X: The Experience When Business Meets Design – GetAbstract Summary
Brian Solis
March 25, 2021
Busy?
Same.
Good news! There’s an app for that.
The thoughtful folks at GetAbstract have you covered if you’re working in any related field to experience, design, CX, UX, marketing, branding, service disign, etc.
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Tags: Customer Experience, Innovation, Marketing
Experience Innovation: Evolving From Customer Experience To The Customer’s Experience
Brian Solis
March 23, 2021
In 2017, I spent time with jrni to discuss the rising opportunity of true CX…not digital…not analog…just real world CX based on how everyday connected people were making decisions in their journey. I never shared the article. But, it’s time that I do. It’s more important now, I believe, than it was then.
CX, customers experience, neigh, the customer’s experience is everything now…because it’s theirs. It’s an opportunity to deliver an experience that becomes an unforgettable, incredible memory. A memory worth sharing.
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Tags: Customer Experience, Innovation
WTF – What’s The Future Of Travel And Tourism
Brian Solis
March 22, 2021
Travel and tourism are experiential and as such, they are the epitome of experience businesses. The challenge however is what modern experiences do customers seek in an era of digital Darwinism?
My goal at WTM was to help delegates see the present differently to then see the future differently.
In the first video, I’m hosted by my friend Ros Atkins of The BBC (@BBCRosAtkins). We still talk to this day!
In the second video, I’m interviewed by the WTM team. If you’re in the “experience business,” then please watch and share…
These ideas are especially poignant in a post-pandemic economy.
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Tags: Digital Transformation, Innovation, Business Strategy
Fear And Loathing At The Contact Center—Why Service Is Ground Zero Of Customer And Employee Relationships
Import from forbes.com
March 22, 2021
Customers despise calling customer service. Agents feel demeaned when subjected to customer dissatisfaction. If you're not investing in customer and agent experiences, there can be no winning formula for loyalty, lifetime value, or business growth. It's time to invest in relationship transformation.
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Tags: Customer Experience, Digital Transformation, Digital Disruption
Somewhere Between Rome And Paris— A Story About Finding Balance Through LifeScaling
Brian Solis
March 20, 2021
This picture was taken somewhere between Rome and Paris. I was lucky to make this flight. A story from April, 2018. Behind the scenes of developing LifeSCALE: How to Live a More Creative, Productive, and Happy Life.
The car was to pick me up in Rome at 4:30 a.m. for a 6:40 flight to Paris. There, I would eventually connect to San Francisco. I wasn’t looking forward to it, but I knew I could sleep over the Atlantic.
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Tags: Digital Transformation, Innovation, Leadership
Generation C And The Need For Design Thinking
Brian Solis
March 17, 2021
In today’s fast-paced marketplace, shorter product life cycles, extreme competition, extensive unpredictability and demanding customers are among the factors compelling companies everywhere to become highly responsive to change.
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Tags: Customer Experience, Digital Transformation, Innovation
Multi-Tasking Is Not A Superpower, It’s A Weakness – Without Mastery, Digital Distractions Are Causing More Harm Than Good
Brian Solis
March 16, 2021
It’s 2021, the second year in a row that SXSW is not being held live in Austin.
During the last, live SXSW, I launched my latest, and first personal book on individual empowerment to overcome our social dilemma. Algorithms have certainly earned their wages lately as it’s time for the virtual edition of SXSW 2021 and I’m flooded, thankfully, with memories of 2019.
During the craziness of the Lifescale launch at SXSW 2019 in Austin Texas, I met the international team from Mount Bonnell Media. They invited me to record a quick video on an open balcony in the busy convention center, and I was more than happy to step outside and join them. Their audience after all, is one that’s near and dear to me…young entrepreneurs (and all entrepreneurs honestly).
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Tags: Digital Transformation, Digital Disruption, Innovation
Speaking To And Through People You Hope To Inspire: Analog-To-Digital Street Flyers That Hit Different
Brian Solis
March 15, 2021
This is the week of SXSW 2021. Even though it’s a virtual event this year, it is still a special community bound by the spirit of entrepreneurship, creativity, ideation, friendship, and tacos (+ BBQ, queso, pedicabs, and late nights!)
Since this is a very special week, I wanted to share a story with you that I don’t think I’ve ever talked about.
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Tags: Innovation, Marketing, Business Strategy
In The Rush To Go All-Digital, Prioritize Employee Experiences
Import from forbes.com
March 15, 2021
Employee experiences should be in lock-step with customer experience. Prioritize EX with the right tools, support, and culture that empowers them to thrive
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Tags: Customer Experience, Digital Transformation, Digital Disruption
A Virtual Ode To SXSW 2021 And Celebrating Its 2022 Comeback
Brian Solis
March 14, 2021
This time each year, I, and tens of thousands of others, would make the journey to Austin for the annual SXSW festival.
On Thursday, I would organize the “Twas the Night Before” (formally “The Calm Before the Storm” party.
On Friday morning, Stephanie Agresta and I (aka The Techset) would officially open the Techset lounge, which would stay open until the following Tuesday.
On Friday, the official SXSW/Techset kickoff party would start the night.
On Sunday, Daylight Savings would kick in and make those days longer, and somehow, the nights longer too.
And every single day and night, I would take up residence at the Four Seasons and either the Corner Bar at the JW Marriott or the lounge or both.
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Tags: Innovation, Leadership, Business Strategy
2021: The year that 3D and augmented reality for commerce cashes in
ZD Net
March 10, 2021
In today's commerce environment, achieving success is more than building a digital infrastructure to support the influx of ecommerce buyers. It's about "wowing" them and, in a post-pandemic economy, businesses need to find engaging, innovative ways to do so in physical, digital, and hybrid spaces.
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Tags: AR/VR, Innovation, Leadership
What’s Next For Small Businesses? 4 Trends And Predictions For 2021 And Beyond
Import from forbes.com
March 02, 2021
Four predictions for SMBs in 2021 - 2022 — trends that every small-to-medium-sized business needs to keep top of mind — followed by some concrete steps small business leaders can start taking now to thrive in the post-pandemic, Novel Economy.
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Tags: Customer Experience, Digital Transformation, Digital Disruption
Designing For Digital-First Customers: Focus On Experience As A Driver For Breakthrough Innovation
Brian Solis
March 01, 2021
Experience design and innovation are key differentiators and beacons for the way forward – especially in these times of disruption. While it’s counterintuitive to think about investments when everyone else is exploring cost-cutting, this is exactly the time to break new ground.
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Tags: Customer Experience, Digital Transformation, Innovation
Ending The Retail Apocalypse And The Next Era Of Post-Pandemic Retail Innovation: Insights From IKEA’s Chief Digital Officer
Forbes
February 23, 2021
As we walk past so many stores with “for lease” signs in our neighborhoods, it’s tough to be optimistic about the future of retail. The slow, but inevitable erosion of traditional shopping experiences, aka the “retail apocalypse,” was long catalyzed by digital Darwinism. The consumerization of technology and its effects on consumer behaviors, preferences, and loyalty has been disrupting retailers going back to the 90s and the launch of Amazon.com. With every new digital trend, retailers and all players in the retail industry were forced to adapt or die. Unfortunately, many moved too slow or in unproductive directions, hastening demise rather than adaptation. Then came Covid-19.
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Tags: Innovation, Leadership, Retail
In a Post-Pandemic Economy, Digital Customer Experiences Must Be More Than Just Digital; Leaders Must Enhance CX Touch Points for #IgniteMoments
LinkedIn
February 22, 2021
Today’s customer journey is built upon decades of legacy infrastructure. Even with modernization, the relationship between digital and physical touch points are often disjointed, transactional, and in many cases, they just feel outdated. When I was asked to keynote DEEPCRAWL Live and share my ideas for a new future in marketing and search, I jumped at the opportunity. I had so much to share. In particular, I was anxious to preview the “Ignite Moment,” the moment that immediately follows micro-moments and any moment of truth.
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Tags: Customer Experience, Digital Transformation, Leadership
Automation and AI are changing business: Will you iterate or innovate?
TechCrunch
February 19, 2021
If 2020 was the year that forced the acceleration of digital transformation, this year will be the year that tests which companies can reimagine the new rules of business and find opportunities to innovate. Atop the list of technologies driving this change are artificial intelligence (AI) and automation, which together enable companies to accelerate productivity and augment customer and employee experiences. While most get that AI and automation are keys to future scale and optimization, many don’t realize the potential to reimagine the future of work and business through operational and business model innovation.
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Tags: AI
Rewired For Distractions Vs. Rewiring For Intent
Brian Solis
February 11, 2021
Part of me wishes that LifeScale was released in 2020. I know, I know, it’s not the most popular year. But it is the year that we were, en masse, informed about our “social dilemma” and also further thrust into living a digital-first life at work and at home, which basically became the same thing, i.e. WFH, WFHLife, work from home, work from anywhere, remote work, et al.
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Tags: Digital Transformation, Future of Work, COVID19
A Conversation About Innovation In Times Of Great Uncertainty: The Future Of Business And Work In A Post-Pandemic Economy
Brian Solis
February 08, 2021
One month before the world shut down as a result of COVID-19, I was in Mumbai, keynoting the incredible NASSCOM Technology and Leadership forum. My topics were on the promise of Quantum computing and also a separate convention on the humanity of disruptive technology. You can view my presentation on Quantum here.
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Tags: Digital Transformation, Innovation, Future of Work
Why Relationships And Human-Centered Outcomes Should Be At The Center Of Digital Transformation
Brian Solis
February 02, 2021
What role do you want to play in the future. It will happen to you or because of you. You have more power and potential than you may realize.
“Change doesn’t have to just come from the top. Change can come from the middle. I’ve seen…companies where you have culture and you have momentum and you have success. So, you can change up and down, left and right, inside out, outside in, you just have to believe that you can.”
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Tags: Customer Experience, Digital Transformation, Innovation
It’s Hard To Live Your Best Life When You’ve Not Yet Discovered Your Best Self
Brian Solis
February 02, 2021
“Every day, it’s important to ask and answer these questions: ‘What’s good in my life?’ and ‘What needs to be done?’” – Nathaniel Branden
Do you ever feel like you can’t keep up with everything?
Do you ever feel like you can’t stop trying to keep up?
Do you ever feel like if you stop, you’ll lose your relevance or status?
Do you ever feel like enough is never enough and too much at the same time?
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Tags: Social, Leadership
Ten Digital Years Ahead: What Does The World Look Like On The Other Side Of AI And Quantum Computing?
Brian Solis
February 01, 2021
While in Mumbai to keynote the NASSCOM Technology and Leadership forum, I had a chance to sit down with Suresh Venkat. What an incredible conversation! We explored the role Quantum computing will play in our world. We also discussed technology’s evolving impact on business, markets, and society.
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Tags: AI, Digital Transformation, Quantum Computing
Frost & Sullivan: The Rise Of “Generation Novel” Aka Gen N And The Novel Economy
Brian Solis
January 28, 2021
Frost & Sullivan recently presented a Webinar Week Series, consisting of five days of 30-minute virtual presentations designed to help participants generate effortless and efficient customer experiences. On Wednesday, June 17th Brian Solis, Global Innovation Evangelist, Salesforce, shared his insights and predictions about The Rise of Generation Novel aka Gen N and the Novel Economy. Read on for a summary of his key take-aways and heartfelt advice about letting go of the “old normal,” and looking ahead to new ways of doing business, communicating with customers, and creating a better world.
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Tags: Digital Transformation, Innovation, Leadership
Brian Solis Names As Top Futurist Speaker To Have At Your Conference In 2021
Brian Solis
January 26, 2021
Brian Solis is the Global Innovation Evangelist at Salesforce where he focuses on thought leadership and research into digital transformation, innovation and disruption, and the cognitive enterprise.
Solis is also the creator of “Lifescaling,” a model for living a creative digital life without diversions, focused on what’s important and making the most of the possibilities that technology offers.
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Tags: Digital Transformation, Innovation
The Latest Silicon Valley Unicorn, Clubhouse Raises $100 Million And Also Raises Attention To The Importance Of Audio-Based Social Networking
Import from forbes.com
January 26, 2021
Founded by Silicon Valley friends Paul Davidson and Rohan Seth in March 2020, Clubhouse set out to connect people in “meaningful conversations” via a drop-in audio platform. It's now one of the hottest social networks out there.
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Tags: Customer Experience, Digital Transformation, Digital Disruption
Latest Silicon Valley Unicorn, Clubhouse, Raises $100 Million; Accelerates Rise Of Audio-Based Social Networking
Import from forbes.com
January 26, 2021
Founded by Silicon Valley friends Paul Davidson and Rohan Seth in March 2020, Clubhouse set out to connect people in “meaningful conversations” via a drop-in audio platform. It's now one of the hottest social networks out there.
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Tags: Customer Experience, Digital Transformation, Digital Disruption
2021 is the year AR commerce becomes an Actual Reality
ZD Net
January 25, 2021
2020 forever changed the trajectory of digital transformation in every business, in every industry. As the global pandemic endured, customers were encouraged to embrace digital-first shopping behaviors. Even with the initial distribution of the Pfizer and Moderna vaccines to lead the fight against COVID-19, consumers were subjected to ongoing waves of increasingly alarming infection rates, lockdowns, and closures of public spaces.
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Tags: AR/VR, Innovation, Retail
You Need a Rapid-Response Team for the New Era of Fast Advertising
Adweek
January 25, 2021
“Fast advertising” was propelled into the marketing spotlight with the debut of Aviation Gin’s clever marketing spot, “The Gift That Doesn’t Give Back” in response to Peloton’s 2019 holiday ad “The Gift That Gives Back.” As a result of its instant success, fast advertising represents an emerging genre of marketing that plugs-into popular, cultural, and social trends and memes—at scale. By augmenting traditional efforts, fast advertising can help accelerate brand modernization and relevance amongst highly-desired connected consumers.
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Tags: Digital Transformation, Innovation, Marketing
Digital And Real World Influence Is About Community
Brian Solis
January 21, 2021
Shortly before we rung in 2021, I spent time with the TopRank marketing team to talk about the year ahead. I joined 13 others in helping the team prepare an article sharing B2B influencer marketing predictions for 2021. Please take the time to read what other experts had to say. I wanted to share my part with you here. Thank you! Moving into 2021, we can all congratulate each other for making it this far. When it comes to B2B…
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Tags: Digital Transformation, Social, Marketing
Digital Darwinism: For Businesses To Adapt And Thrive, They Must Take A More Profound And Humanistic Approach To Transformation
Brian Solis
January 18, 2021
Under pressure to act fast during the pandemic, businesses sped up their digital transformation plans, compressing their timetables from years into months. Now they face the next phase of evolution, what digital prophet Brian Solis calls the “novel economy”. For businesses to adapt and thrive, says Solis, they must take a more profound and humanistic approach to transformation.
Stephen Shaw, Chief Strategy Officer of Kenna, and Brian Solis, recently had a refreshingly honest conversation about the real future of digital transformation and customer experience.
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Tags: Customer Experience, Digital Transformation, Innovation
The Future Of Travel And Tourism In A Post-COVID World
Brian Solis
January 13, 2021
Every industry, in its own painful way, has been disrupted due to COVID-19. While I’ve been sharing scenarios of disruption for the last 20 years, I never considered a global pandemic of this caliber. I feel deeply for every industry and every company and every person affected. It’s why, at Salesforce, I’ve dedicated my research since March 2020, to understanding the effects of disruption to help executives navigate forward. My goal explored beyond the new or next normal toward one of promise, innovation, and scale.
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Tags: Innovation, COVID19
Dear Retailers, Architects, And Commercial Realtors, Here’s What Digital-First Consumers Want In Shopping Center Design
Brian Solis
January 13, 2021
On December 2nd, 2020, I was presented with an incredible opportunity to keynote CenterBuild, organized by the International Counsel of Shopping Centers (ICSC). My session, “The Future of Retail and Real Estate Isn’t What It Used to Be,” focused on the cultural roots of shopping centers and the role they can play as society evolves in a new trajectory due to COVID-19.
Brannon Boswell, Executive Editor/SCT, wrote a wonderful article summarizing the presentation that I wanted to share with you here.
What digital-first consumers want in shopping center design
Shopping centers must be redesigned to cater to the digital-first customer, who comes with a wealth of data, social media outlets, public forums and a shortage of patience, Salesforce global innovation evangelist Brian Solis said during ICSC’s recent 2020 CenterBuild Conference.
“Over the past 20 years, new technologies and services have had a tremendous impact on customer values and expectations, and when you reverse-engineer that, you can get ideas not just for how to adapt shopping centers or the concept of retail but also experience,” Solis said. “Experience innovation is what’s at the heart of the matter here. People want to experience what gives them that sensation of delight.”
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Tags: Innovation, Retail
Why Human Connections Should Be At The Center Of Digital Transformation: A Conversation With Blazing Trails
Brian Solis
January 12, 2021
I had the wonderful opportunity to join Michael Rivo on the Salesforce Blazing Trails podcast. What an amazing conversation! We explored the intersection between humanity, social science, and innovation. If you have 22 minutes and 20 seconds, I’d love for you to join us!
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Tags: Digital Transformation, Innovation
Relationship transformation: The role of trust in accelerating innovation and digital transformation
ZD Net
January 12, 2021
Before COVID-19, one of the challenges limiting digital transformation success was its over-reliance on digital. Relationship Transformation (RTx) aims to escalate relationships as a driver in digital transformation. Building trust internally and externally is key.
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Tags: Digital Transformation, Innovation, COVID19
AI and automation are linchpins for post-pandemic business success
CIO
January 08, 2021
Before the COVID-19 pandemic, business leaders weren’t racing to understand the role artificial intelligence (AI) could play in optimizing business operations, boosting profitability, and driving innovation. In a 2019 survey of global executives, McKinsey found that only 58% said their companies had incorporated AI into at least one process or product. Many didn’t fully grasp the potential applications and value of AI, and, as a result, adoption wasn’t scaling quickly. In the same McKinsey survey, about three-fourths of companies that had adopted or planned to adopt AI said they would increase their investments over three years, the majority by just 10%.
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Tags: AI, Digital Transformation, RPA
Digital Transformation In 2021 And Beyond – A Prediction
BRIAN SOLIS
January 08, 2021
Salesforce executives shared their 2021 predictions for the future of work, digital transformation, and business innovation. While there will always be unknowns, Salesforce executives believe there are important scenarios and technologies businesses must plan for in their approach to the new year. What’s clear is that the opportunities for transformation and innovation are not only abundant, but also focused on a digital imperative.
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Tags: Digital Transformation, Innovation, Leadership
Think Like a Digital Customer to Reshape the Future of Retail: Tomorrow’s Stores Blur Lines Between Online and Offline
Salesforce
December 28, 2020
Retail can’t seem to catch a break. With the “retail apocalypse” and now COVID-19, retail innovation isn’t what it used to be. But, “thinking like a retailer” isn’t going to automagically reveal the anecdote to disruption. To truly innovate takes bold leadership and vision, a belief in the art of the possible, an agile and resilient infrastructure, and an empowered culture to experiment and break new ground.
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Tags: Digital Transformation, Innovation, COVID19, Customer Loyalty
Three Distinct Digital Trends That Will Shape the Future of Business in 2021
Salesforce
December 23, 2020
When I joined Salesforce in early 2020 as Global Innovation Evangelist, my focus was helping companies accelerate digital transformation and innovation initiatives. The goal was to help executives explore the art of the possible and build companies of the future, step by step, today. Then the global pandemic changed the narrative of 2020, forcing organizations to suddenly respond to years of manifesting digital disruption all at once. Overnight, companies everywhere were faced with the unanticipated and overwhelming task of scaling infrastructure to support working from home, shift management, e-commerce, and digital/physical processes to supporting buying online and picking up in-store and deliver en masse. Unprecedented and uncertain don’t even begin to describe these times. There was no playbook for 2020.
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Tags: Digital Transformation, Innovation, Leadership
How Covid Memories Will Open New Connections Between Brands and Consumers
Adweek
December 22, 2020
A look at how the reverberating echoes of 2020 will bring new behaviors marketers must be attuned to
Our memories of 2020 and Covid-19 are already so deeply imprinted on our minds. And our reactions to those memories will be so strong, they are likely to alter the way we live and make decisions for many years to come. Brands need to look beyond customer sentiment, activities and context in charting their next course. Therefore, they need to factor in the memories consumer are likely to have following this strange period of upheaval. Despite the enduring hardships and struggle that greets 2021, the impact on consumers’ memories will introduce incredible opportunities for marketers to modernize and humanize brands in 2021 and beyond.
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Tags: Customer Experience, Innovation, COVID19
Employing An AI Futurist To Navigate The Post-Corona World
Brian Solis
December 16, 2020
What does the world look like post-COVID?
It’s an interesting question because the answer is limited to our own imagination and ideas of what was good and what wasn’t in the world before COVID (BC).
As a contributor to Singularity University, I was excited to join Kris Østergaard on his Corporate Innovation Podcast for SingularityU. In this thoughtful episode, we explored a new concept I’ve been pushing to employ the role of an AI Futurist to navigate the Post-Corona, aka the Novel Economy. The episode is live and I’d love for you to listen and share your thoughts back with me/us.
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Tags: AI, Digital Transformation, Innovation
The four pillars of innovative patient experiences
HealthcareTransformers
December 15, 2020
Patient experience will be the next battleground for healthcare organizations to demonstrate their commitment to innovation and patient care
Here are actionable steps to deliver next-generation patient experiences and business outcomes that include venturing outside of the healthcare industry to gain valuable insights and ideas to improve the customer (patient) journey
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Tags: Innovation, Social, Leadership
Innovation In An Era Of Digital Distractions
Brian Solis
December 14, 2020
Have you watched the “Social Dilemma” on Netflix yet? It explores the previously unknown, ignored, and dangerous human impact of social networking, with tech experts sounding the alarm on their own creations.
I spent two years doing the same, most notably, with many of the players featured in the documentary. While social networking and gaming have rewired our brains and bodies, what the documentary, and most other experts and approaches leave us without, is a solution.
I’m not a believer in abandoning tech. Nor do I believe that trying to get back to previous, pre-tech states is in our best interests. Instead, I set out to understand how to rewire the rewiring that made us beholden to the whims of popular tech. I wondered if the same techniques used to distract us could be used with the same tech to make us more creative, open, and happy.
Turns out that the answer is, yes.
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Tags: Innovation, Social, Leadership
Q&A: How To Boost Your Business Through Innovation In An Era Of Global Disruption
Brian Solis
December 11, 2020
In an earlier post, Emakina and I explored the depths what it takes for businesses to become “the light in times of darkness.”
Following the event, we received additional questions that we deemed were worth follow up. So, we scheduled a second recording to address all that we could.
We wanted to share the conversation with you here…
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Tags: Digital Disruption, Innovation
Want to boost customer loyalty in this era of uncertainty? Start with your service teams
CIO
December 11, 2020
It’s not surprising that customer service has such a strong influence on loyalty and brand perception. It is the most vulnerable of moments as customers are in need of help. Global pandemic aside, consumers expect brands to be reachable on any platform at any time and equipped to address any potential problem that one might have. As a result, the accessibility of brands has raised the bar for expectations around service quality. Good customer service is expected, bad service experiences can push customers away, and exceptional engagement can foster advocacy and loyalty.
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Tags: Customer Experience, Digital Transformation, Customer Loyalty
December is LifeScale Month: Setting the Stage for a More Creative and Happier 2021
LinkedIn
December 06, 2020
If you watched Social Dilemma on Netflix, you, like many, were introduced to the life-changing affects of social networking and digital distractions. I spent two years researching the effects of living a digital lifestyle unchecked and dedicated my work to finding a solution following where Social Dilemma ends. My goal wasn't to minimize or abandon my use of tech or go back to the "good ole days of analog." Instead, I set out to understand how technology was rewiring how we think, how we feel, how we make decisions, our values and beliefs, and how to live a more creative and happy life with tech. The result was the visualized and charted in my last book, LifeScale:How To Live a More Creative, Productive, and Happy Life.
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Tags: Social, Management, Leadership
Post-Pandemic, Brands Must Find Empathy
Techonomy Exclusive
December 04, 2020
In early 2020, almost overnight, people were confronted with radical shifts to their day-to-day lifestyles as they learned to live with the stress of an ever-present contagious virus—all amidst a tumultuous backdrop of challenging politics and civil unrest. With state-mandated shelter-in-place and the fear of getting sick, consumerism shifted. Consumers learned to become digital-first for both essential and nonessential purchases. They found themselves reevaluating decision-making processes in almost every transaction. As a consequence, how consumers see brands is now reset, triggering the need for them to reimagine what they stand for.
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Tags: Customer Experience, Marketing, COVID19
Salesforce Executives Predict the Future of Work in 2021 and Beyond
Salesforce
November 23, 2020
Read on for Salesforce leaders’ predictions for 2021.
The death of the 2-3 year digital transformation project — If it’s one thing the pandemic taught us is that “digital” isn’t the only valuable outcome of digital transformation. With the future of the economy uncertain and the need to focus on creating opportunities, 2021 is the year of accelerating time to value and driving meaningful outcomes. When IT leaders and CIOs are evaluating how to build out their tech stacks for 2021, the main criteria can no longer just be digitization. Now, the speed to implement, cost, and time to ROI are instrumental in aligning with the speed of the customer and market evolution. What’s different moving forward is how return is measured. It’s time, it’s value to the organization and to customers, and also competitiveness. Long term vision is of course essential, but you need to begin seeing value from digital transformation projects within months, not years if they are to be deemed successful. There isn’t really an end state in digital transformation now. It’s about progress, agility, and operational plus digital business model innovation, now and as trends continue to evolve. – Brian Solis, Chief Innovation Evangelist
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Tags: Digital Transformation, Innovation, Future of Work
Prioritizing Customer Expectations Will Help Small And Medium-Sized Businesses Survive And Thrive In The Novel Economy
Forbes
November 18, 2020
Plan for a world with Covid-19 for the next 12-18 months.
You might not be thinking that far ahead right now, or just might not want to hear it. I can’t say as I really don’t blame you for either. But if you own or lead a small or medium-sized business (SMB), you need to be planning for what’s to come and how to move forward through it. Covid-19 will be around a while longer — 18 months is a realist bet — and your business needs to keep moving forward in spite of the limitations and constraints that will remain in place. While every day that a vaccine and stronger treatments are available will lessen disruption, new behaviors and resulting trends are likely to stick for some time.
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Tags: Digital Disruption, Leadership, COVID19
May I Have Your Attention, No, May I Have Your Intention Please?
Brian Solis
November 11, 2020
My friend Stephen Denny asked me if I would write the foreword for his new book, “Unfiltered Marketing: 5 Rules to Win Back Trust, Credibility, and Customers in a Digitally Distracted World.”
It meant a lot to me. Having the ability to set the stage for someone’s passion and hard work is not something I take lightly. I asked if it would be okay to share the foreword upon release of the book and he said, “of course.”
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Tags: Customer Experience, Innovation, Marketing
Always Learning: How Pearson Is Changing Digital Education
Salesforce
November 04, 2020
When COVID-19 sent the world into lockdown, employers and employees had to learn how to work from home, and educators and students had to learn how to teach and learn remotely, together. Even though remote working and e-learning have been around for years, their status wasn’t quite the same until now. And while online learning has always been available, it was considered complementary to the classroom learning experience
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Tags: Sustainability, Business Continuity, COVID19
Meet Generation-N: The Pandemic-Influenced, Connected Customers Driving The New Digital Imperative
Forbes
October 29, 2020
If it’s one thing that this pandemic is teaching us, it’s not just to be digital, but to also be resilient. But that’s not all. The pandemic is also teaching us to be more open-minded and empathetic to how people were also disrupted. Employees, customers, friends and family, colleagues, too, saw their lives upended practically overnight. The underlying lesson in all of this, as it continues to unfold, is to not only react to crisis with the intent to survive, but also explore opportunities to learn, improve, and innovate to thrive, beyond disruption. The most direct way to do so is to get back to basics and remember why we do what we do, and recenter our next steps and investments around who and what matters most to us.
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Tags: Customer Experience, Business Continuity, COVID19
Retail Just Experienced Its Ctrl-Alt-Del Moment
BRIAN SOLIS
October 28, 2020
Brian Solis wrote a great article also in early 2017 on the “11 Trends Shaping The Future Of Retail” based on a presentation he wrote back in 2015! However, despite their age, I feel that they remain as true today as when he wrote it.
He says that retail continues to suffer from what he calls the new “Kodak Moment.” This, he claims, is the moment when executives fail to see how customers and markets are shifting
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Tags: Customer Experience, Innovation, Leadership
Redefining The Human-Centred Approach To Marketing
Brian Solis
October 26, 2020
We’re living in a time of the ‘#noveleconomy’, a new and unusual time marked by the coronavirus, where the number one driver has to be customers and employees, Salesforce global innovation evangelist, Brian Solis, claims.
“We have to learn, whether that’s in retail or in brand, how to deliver a much more impactful experience, not just for someone who’s connected, but for someone who’s emotionally, subconsciously and intellectually moved because of a global pandemic,” Solis explained during this week’s Salesforce Live virtual event.
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Tags: Digital Transformation, Innovation, Marketing
COVID-19 Prioritizes Digital Customer Experiences, Giving Digital Transformation New Purpose: Introducing Relationship Transformation
Salesforce
October 23, 2020
At the heart of CRM is the word relationships. But when it comes to digital transformation (DX), many organizations often placed too great an emphasis on the digital side of change. According to MuleSoft in 2018, four out of five businesses reported that failure to complete digital transformation initiatives negatively impacted revenue.
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Tags: Customer Experience, Digital Transformation, COVID19
The future of work: 'EX' is the new CX
CIO
October 22, 2020
Before the pandemic upended the way we work, supporting employees was mostly about providing a modern office space, opportunities for professional development, mobile tech and collaborative platforms, and maybe a ping-pong table and snacks. For the most part, employers didn’t have to worry much about what happened after workers went home. That was then, however.
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Tags: Digital Transformation, Leadership, Future of Work
Why Business Leaders Need To Move From Adapting To ‘Unlearning’
Forbes
October 20, 2020
The future of work isn’t what it used to be. Conversations about preparing for the future of work are not new, but they are now very different. For years, companies have grappled with the need to arm workers with relevant skills and adapt to technological change. But the pandemic has not only forced remote working, but it has also exposed, and deepened, the skills gap and accelerated the pace of digital transformation moving forward. In this context, it’s not enough for business leaders to think about reacting to the crisis or striving for the next normal — we need a shift toward “unlearning” and a reimagined future of work. That involves understanding the root and depth of change, rethinking belief systems and overcoming what is holding companies back in order to create and innovate with new resolve and impact.
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Tags: Innovation, Leadership, Future of Work
With Social Media Addiction, AI Algorithms, And Disinformation, The Real Social Dilemma Is Ours To Solve: Where Do We Start?
Brian Solis
October 17, 2020
How do we live in a world of constant distraction without giving up these digital tools that monopolize our attention, but provide value at the same time? Is it an all-or-nothing game?
These are questions more people are asking as a result of the overwhelming success of the Netflix documentary The #SocialDilemma, which looks at the consequences of driving user engagement through so-called “bubble filter” algorithms, that increase utilization by showing us more of what we’re already watching, insulating us from different points of view and contributing to today’s state of hyper-partisan political polarity.
As I share with my good friend and Los Angeles-based digital marketing consultant Eric Schwartzman, the good news is that it’s possible to balance a life of purpose while also taking advantage of social media and other transformative digital technologies.
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Tags: AI, Digital Transformation, Innovation
‘Generation N’ Joins the Restaurant Marketplace
QSR
October 14, 2020
Generation-Novel has learned to become digital first.
Before COVID (BC), restaurants and retailers were attempting to balance the support of their legacy business while investing in evolving digital models to augment and drive growth. But let’s face it. Even though digital, mobile, real-time, social media, and other disruptive digital trends were already pushing markets in new directions, you never had enough executive support, resources and budget, and belief or validation in all that you were trying to do to push the brand forward in a digital economy.
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Tags: Digital Transformation, Digital Disruption, COVID19
How COVID-19 Lockdowns Can Save More Than Your Life
Thrive Global
October 12, 2020
As COVID-19 infection rates and death tolls climb in the U.S., it’s hard to fault anyone for feeling worried, confused, and fed up. Our friends and family are debating whether to use masks and other preventive measures. Fear and pessimism are pervasive. And it’s hard not to notice the lack of national leadership in the U.S., especially when compared to other countries’ successful containment of the coronavirus. This is a global pandemic, affecting the world the same way everywhere. The difference around the world is that leaders are helping people by focusing on health, wellness, and hygiene. To survive and thrive, we shouldn’t allow the spotlight to skew political, but instead, it should focus on human, empathetic, and productive ways to beat this virus.
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Tags: COVID19, Health and Wellness, Mental Health
The Best Equation for Business Success Is Customer Success
Salesforce
September 25, 2020
What’s the difference between customer-centricity, customer experience, and customer success? That’s the question I asked Gainsight CEO Nick Mehta, a company that helps companies increase revenue, decrease customer churn, and drive advocacy. Aside from having the word “customer” in each, what’s important to appreciate is that the definitions of and the differences between each is not as much about how you and I interpret them, but instead how customers describe them and the engagement they have with your company throughout their journey.
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Tags: Customer Experience, Management, Leadership
A step-by-step guide to reinventing patient experience through human-centered innovation
HealthcareTransformers
September 17, 2020
Experience design is the next frontier for healthcare providers and those that master it will move beyond customer experience (CX) and patient experience (PX) to focus on the more important, yet complex, human side of experiences (HX).
Staff at the University Hospital Southampton in southern England walked in to work on May 7, 2020, to discover a surprise left by the elusive, world-renowned artist Banksy. The touching artwork pays tribute to Britain’s National Health Service’s heroic staff with a depiction of a young boy choosing a nurse as the superhero to play with over Batman and Spiderman.
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Tags: Customer Experience, Innovation, Culture
Introducing A New Live Video Series, Intersections: Where Ideas And Possibility Converge
Brian Solis
September 16, 2020
The new media world is simply incredible. It’s rich with opportunities to learn and share with platforms that make onboarding, creating, publishing and consuming content approachable by just about anyone. I’ve been blogging since about 2004, producing online videos shortly thereafter and podcasting for the last few years. It wasn’t until recently however that I started to experiment with live-streaming as a host.
In development for about six months, I’m proud to announce “Intersections: Where Ideas and Possibility Converge,” a new weekly series with innovator, author, speaker, musician/composer, and thinker extraordinaire, Mr. John Kao.
Intersections is modeled after jazz improvisationalists, presented as a one-hour conversational jam session. Each week, we dive deep into the intersections of technology, innovation, culture, and ideas. We bring diverse personalities and worldviews together in service of greater understanding and unlearning.
The show logo (above) features the intersection of two different thoughts coming together as one new idea. It was created together with Amy Bernhardt Designs. We just love it!
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Tags: Digital Transformation, Innovation, Culture
FranceSoir: La Génération N: Un Nouveau Type De Consommateur Transformé Par La Pandémie
Brian Solis
September 15, 2020
L’épidémie de coronavirus, accompagnée de mesures de protection sanitaires inédites, a considérablement changé les habitudes et les règles de vie en société. Aux États-Unis, pays de la société de consommation par excellence, Brian Solis a développé le concept de la génération N pour décrire un nouveau type de consommateur, complètement tourné vers le digital, né pendant la pandémie de coronavirus.Brian Solis, expert en économie digitale et analyste en innovation pour Salesforce, écrit dans Fast Company que les 90 premiers jours de la pandémie mondiale ont brutalement et massivement accéléré l’adoption de pratiques numériques par le consommateur moyen. Selon lui, en 2020, cette transition vers la consommation numérique a fait plus de chemin qu’au cours des deux dernières décennies!
Toute une série de normes et de comportements numériques ont été presque instantanément adoptées par les consommateurs, alors qu’ils étaient jusque là plutôt lents et peu motivés par l’idée d’utiliser les outils numériques de manière systématique dans toutes les facettes de la vie. Dans le même temps, les “digital natives” et les “early adopter” bien préparés à vivre, travailler, apprendre et faire des achats à distance pendant le confinement, ont montré la voie au reste de la population.
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Tags: Social, Marketing, Culture, COVID19
The future of retail isn’t what it used to be
CIO
September 15, 2020
Innovation mindsets must reimagine customer experiences and retail operations for a new world order
The retail industry has publicly endured relentless disruption that’s only accelerating. From the retail apocalypse to the current COVID-19 pandemic, it’s almost impossible not to feel sorry for so many struggling brands.
In 2020 alone, we’ve seen bankruptcies from leading retailers such as Sur La Table, Ascena Retail Group, Brooks Brothers, Neiman Marcus, among many others. Lord & Taylor, the first department store established in the U.S. is closing all of its stores after 194 years in business.
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Tags: Customer Experience, Retail, COVID19
The Content Experience Also Shapes The Customer Experience, Design Accordingly
BRIAN SOLIS
September 14, 2020
The question for you is, where is your business in these activities? What is it that customers find about your brand, if at all, and how does it connect with them in ways that move them…forward?
Content has never been more important. And as such, we are all in the content business now. Whether we derive revenue directly from the content we create, purposeful and meaningful content is more important than ever before. In a real-time world where attention is a precious commodity, content is a catalyst for engagement and ultimately relationship and community building. Yet, most content strategists, marketers and designers still have to fight for reasonable budget and resources.
In any given moment, people reach for the device closest to them to accomplish the task at hand. If they’re in discovery and research mode, seeking to learn, or trying to buy or do something, content plays a critical role in connecting with people in these important moments and helping them get the information they need to take their next step (closer to you.)
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Tags: Customer Experience, Marketing, Business Strategy
Disruption, the New Normal: Focus on Your Clients To Inspire Resilience and Innovation
Salesforce
September 14, 2020
In 2016, a controversial, but eye-opening study found 73% of millennials preferred to handle their financial services needs through Google, Amazon, Apple, PayPal, or Square. At the time, four out of five of those companies did not offer consumer financial services. More so, millennials also voted the four leading U.S. banks in 2016 among their least-loved brands. Fast forward to 2019, and research from BusinessWire cites that millennials are more likely to experience a number of key life events in the coming years. They continually crave new (particularly digital) product features from the companies they use, especially those who manage their money. Banks can capitalize on this with targeted products designed to facilitate these events or mitigate the disruption they cause.
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Tags: Digital Disruption, Innovation, COVID19
The Future Of Retail: Inspiring Innovation In The Novel Economy
BRIAN SOLIS
September 09, 2020
Since the dawn of COVID-19, brick-and-mortar retail has been thrust into yet another level of disruption. From e-commerce to mobile to social media to apps to a global pandemic, retail can’t seem to catch a break. But now, maybe they can.
Consumers are now, not only increasingly digital first, they’re bound by a somatic marker that is COVID-19. The future of retail isn’t what it used to be.
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Tags: Innovation, Retail, COVID19
How COVID-19 created a new kind of consumer in just 90 days
Fast Company
September 08, 2020
After two decades of steady growth, the trajectory of digital consumerism went into hyperdrive when the pandemic changed everything—giving us ‘Generation N.’
Meet Generation Novel, a growing cross-generational psychographic of digital-first consumers galvanized by the disruptive effects of COVID-19.
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Tags: Digital Transformation, Innovation, COVID19
The Rise Of Digital Darwinism And The Real-World Business Drivers For Digital Transformation
BRIAN SOLIS
August 26, 2020
Digital transformation (DX) is shaping the future of business. While it can mean different things to different leaders, DX is about migrating from on-premises and labor-based models to the cloud, then complementing migration with cloud capabilities and agility. But to stop there would miss the full potential of using the cloud to enable DX.
The potential of DX is the sum of its parts: “digital” and “transformation.” Explored in isolation, we’re limited to either the constant pursuit and implementation of new technologies that enhance capabilities or a focus on change to modernize and become more efficient and innovative. Combined, they represent the future of business, how it operates, how it serves customers and employees, and how it adapts to industry evolution
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Tags: Cloud, Digital Transformation
Imagining A New Era Of Restaurant Experiences By Reinventing The Restaurant Industry
BRIAN SOLIS
August 24, 2020
Today’s customers live a connected lifestyle, more so now with a global pandemic shutting normal life down. Connected customers expect all of the conveniences and perks that come with the on-demand economy. They’re not only connected and always-on, they’re impatient, self-interested, distracted, and seeking experiences that mirror their favorite services and apps across every industry.
If you opened a restaurant today, what could it look like? Let me ask this question in a different way. If you had to open a restaurant in a world that’s hyper-sensitive to space in an era of COVID-19, one that appeals to hyper-connected customers, what could the experience be physically and digitally? What if the business model was no longer just about putting “butts in seats”, but also “food in bellies” and you had no limits to the new experiences you could deliver along the way?
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Tags: Customer Experience, Innovation, COVID19
Building Trust In Digital Business
BRIAN SOLIS
August 19, 2020
It now seems like a lifetime ago. Shortly before the onset of COVID-19 and my joining Salesforce as the Global Innovation Evangelist, I flew to London to participate in an expert panel on software defined networking (SDN) and the future of digital transformation. While digital transformation itself has been disrupted in the time since, SDN, like many enabling and mission-critical technologies are more important now than ever.
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Tags: Digital Transformation, Innovation
The Age Of Tech-Enabled Trust
BRIAN SOLIS
August 18, 2020
We live and work in an era of what I call “digital Darwinism,” when disruptive technology is rapidly evolving and so are its effects on markets and society. Over the past decade, digital transformation has emerged as the leading push to survive and thrive.
Many experts and pundits claim that “digital transformation” has achieved buzz word status. Surely as a term, it’s overhyped. But make no mistake, digital transformation is critical to business modernisation. What’s truly overpopularised is the idea of “business as usual”.
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Tags: AI, Customer Experience, Digital Transformation, Digital Disruption
Distracted: A Modern Manual For Living A Creative, Productive, And Happy Life In The Digital Age
BRIAN SOLIS
August 17, 2020
Somewhere along the way, we got distracted. As much as we multitask, love our devices and feel like we’re in control, deep down we know that something is off. Shortened attention spans, declines in critical thinking, lack of sleep, self-doubt and decreased creativity are just some of the effects coming to light in an age of digital distraction.
It’s time to reclaim our lives. It’s time to take control.
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Tags: Digital Transformation, Leadership, Future of Work
Not Every Voice Deserves An Audience; But You’re Not Just Another Voice
BRIAN SOLIS
August 13, 2020
If you’re reading this I’m going to make a series of assumptions in your favor. You either get it or you’re seeking to get it. Whichever way, you’re on the right path.
Being a social CEO takes more than mastering social networks and building a community on social media. It means you believe so much in what we as a community stand for, and where we need to go together, that your dreams, aspirations and voice become ours.
Let’s forget everything we know about social media for a moment. The world really doesn’t need another conversation about social networks. There’s always going to be another Facebook, Twitter, LinkedIn – and who knows what’s next – which comes and goes with every trend. That’s not the point. We all can now appreciate that social media is forever part of our lives. We all have access to amazing platforms where billions of people are connected to one another
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Tags: Innovation, Social, Leadership
How Distractions And The Multitasking Myth Hurt Employee Productivity And Focus
BRIAN SOLIS
August 11, 2020
Dear managers and HR professionals, today’s global health disruption is accelerating another pandemic, a digital pandemic…
Work collaboration tools were supposed to help us reduce time spent on unnecessary emails. However, studies show that employees still spend an average of 209 minutes – three and a half hours – each day checking email. While that’s down from 256 minutes in 2016, it seems that collaborative apps aren’t replacing email, but simply adding yet another layer of distraction during our workday. These new tools might actually be additive. And, all that time and energy comes at the cost of other activity and outcomes.
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Tags: Digital Disruption, HR, Future of Work
The COVID-19 Pandemic Led To A Seismic Shift In Consumer Behavior And The Future Of Brand
BRIAN SOLIS.COM
August 10, 2020
As the virus swept the globe, brands changed how they inter- acted with customers due to social distancing and stay-at- home orders. Consumer perspectives about making purchases also shifted with fluctuations in the stock market, skyrocket- ing unemployment and supply chain issues. As many people lost their jobs and those still earning a paycheck worried about future layoffs, impulse purchasing became infrequent. Messages that resonated with consumers a few weeks prior suddenly fell flat and even seemed insensitive.
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Tags: Digital Transformation, Digital Disruption, Innovation, COVID19
COVID-19 Gives Rise To The Novel Economy
BRIAN SOLIS.COM
July 21, 2020
When COVID-19 started to shut down the world and rock humanity to its core, the world was left without a defense mechanism or a playbook. Suddenly, everything was thrust into a “new normal” and with organizations and leaders alike scrambling to respond, to find stability, and ensure business continuity.
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Tags: Digital Transformation, Digital Disruption, Innovation, COVID19
Giving CX Purpose: Shifting From Customer Experience To The Customer’s Experience
BRIAN SOLIS.COM
July 20, 2020
Customer experience is the new battleground for brands. How company’s deliver CX is either a competitive advantage or disadvantage.
But, CX is so much more than how we think and talk about it, how we plan for and imagine its future, and how we invest in and support it.
Perhaps it’s in how we frame it.
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Tags: Customer Experience, Digital Disruption, Innovation
In An Era Of COVID-19 Disruption, Brands Must Rethink Marketing As Empathetic Customer Experiences
Import from forbes.com
July 09, 2020
Brands, this is a time to be a light in the lives of consumers, to find ways to add value or remove friction in their journey, especially when customers feel overwhelmed and anxious by the impact of the pandemic in their lives. This represents a new era for brand, marketing and CX.
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Tags: Customer Experience, Digital Transformation, Digital Disruption
The Rise Of The ‘Novel Economy’ And The Three Phases To Thrive Against COVID-19 Disruption
BRIAN SOLIS.COM
July 06, 2020
I joined Salesforce as Global Innovation Evangelist just as the global pandemic was soaring. The world was unified in its sudden devastation and its urgency to respond to COVID-19 across multiple, critical fronts. As the innovation “evangelist” for one of the most innovative companies in the world, during a worldwide disruptive event, my work seemed inconsequential. It’s been said to never let a crisis go to waste. The only way forward was to start anew.
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Tags: Digital Disruption, Innovation, COVID19
Digital Transformation: Inventing The Future We Want
BRIAN SOLIS.COM
June 08, 2020
Karen Roby is a long-time friend and also a reporter for TechRepublic/CBS Interactive. Every now and then, we spend time together exploring the future of digital transformation and innovation. After I joined Salesforce, she invited me on her show to talk about my new areas of research and thought leadership. I wanted to share our conversation with you here.
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Tags: Digital Transformation, Innovation, COVID19
Customers Seek Experiences That Enhance Their Current State, Design Accordingly
BRIAN SOLIS.COM
May 27, 2020
In a world of distraction, listeners make the best experience and engagement architects.
In a mobile-first world, experiences must be reimagined for the small screen.
The best experiences will break the fourth wall of digital to deliver real human-to-human engagement...
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Tags: Customer Experience, Digital Transformation
Lifescale Wins The Independent Press Award In Personal Growth Category
BRIAN SOLIS.COM
May 08, 2020
Wow everyone! I can’t believe it!
Lifescale wins the Independent Press Award for best book in the “Personal Growth” category.
This is a book that wasn’t on my roadmap.
I wrote Lifescale after I observed in my work as a digital anthropologist that the pervasiveness of digital in our personal and professional lives was proving disruptive. And to be honest, I also wrote Lifescale as a journey to fix my world because I too was disrupted by my digital lifestyle.
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Tags: Social, Leadership
The Lost Art Of Being Present And Making Important Moments Matter
BRIAN SOLIS.COM
May 06, 2020
Oh, the irony. Recently on Facebook, I was presented with a memory from nine years earlier. It was a picture from my birthday dinner with a pile of phones strewn across a table. It was almost as if there were a sign that directed people to the table with instructions to leave their phone behind.
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Tags: Social, Entrepreneurship
Sparking A Renaissance In Human Interactions And Relationships: Making Media And Networks Social Again
BRIAN SOLIS.COM
April 26, 2020
What started as a Twitter thread evolved into this post. Human interactions have expanded online over the last two decades. Instead of improving communication and strengthening close ties, it’s made the world move faster, communicate with less depth, and connect with people we’ll never get to really know. Perhaps, this is a time to rethink how we communicate and connect online to improve how we do so in the physical world as well.
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Tags: Social
Coronavirus Is Bringing Live Social Media Video And Humanity Back Into The Spotlight
BRIAN SOLIS.COM
March 27, 2020
During a pandemic, when you’re asked to stay home for a long period of time, it’s only natural that humanity would find ways to come together. To say that people would flock to the internet, on-demand video, and social media was a given. When it comes to work, it was inevitable that employees would convene around remote working, messaging, and virtual meeting platforms. Conversations about enterprise social networks (ESNs) from the “enterprise 2.0” days are even making a comeback.
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Tags: Leadership, HR, COVID19
Future Ready? The Future Needs A Hero
BRIAN SOLIS.COM
March 12, 2020
My friend Nick Davis leads innovation and customer experience at Reaching the Future Faster and faculty chair for corporate innovation at Singularity University. Late in 2019, Nick and I were talking about his upcoming book, “Future Ready: A Changemaker’s Guide to the Exponential Revolution.” When I read the draft, I immediately had an idea for a foreword. We agreed. My request was that I could share it here with upon release.
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Tags: Digital Disruption, Innovation, Leadership
The Humanization Of CX In An Era Of AI
BRIAN SOLIS.COM
March 10, 2020
AI is promising the automation of customer engagement to scale intelligent, real-time CX to survive digital Darwinism. The future has two possibilities however. We can automate and scale the standards and capabilities for CX as we’ve come to define and shape them over the decades. Or, we can use AI as a mechanism to deliver personalized, on-demand experiences that connected customers are learning to expect from their favorite digital-native apps and services.
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Tags: AI, Customer Experience, Digital Transformation, Innovation
2020 Enterprise Technology Trends: Digital Transformation, AI, Cognitive Automation And Quantum Computing
BRIAN SOLIS.COM
March 09, 2020
Karen Roby is a veteran reporter for TechRepublic and ZDNet. Every so often, we get together to talk the latest tech trends and explore how organizations can successfully navigate their path forward. In our latest conversation, we talk about the state of digital transformation, quantum computing, customer experience, and enterprise innovation.
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Tags: AI, Digital Transformation, Quantum Computing, RPA
Google’s Meena Chatbot Could Humanize Conversational AI, But Are Enterprises Ready To Invest In More Intuitive Digital Customer Experiences
BRIAN SOLIS.COM
February 17, 2020
TechTarget’s Don Fluckinger is a friend and a highly regarded tech journalist. He recently rounded up dome of the industry’s leading CX and AI experts to explore Google Meena’s next-generation conversational AI. He always brings together a great group for a productive and thoughtful conversation!
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Tags: AI, Customer Experience, Innovation
Top Digital Transformation Trends In The Enterprise
BRIAN SOLIS.COM
February 04, 2020
Frost & Sullivan released its latest analysis, “Top End User Priorities in Digital Transformation, Global, 2019.”
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Tags: Digital Transformation, Innovation, Marketing
A Curated List Of Interesting And Curious CES 2020 Highlights
BRIAN SOLIS.COM
January 27, 2020
The Consumer Electronics Showcase in Las Vegas is a spectacle I’ve experienced (in some cases, endured) for over 20 years. But this year was different. Why? It’s not just about consumer electronics anymore. We’re finally witnessing the convergence of physical and digital “things” and spaces in everything…and I mean everything.
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Tags: Customer Experience, Digital Transformation, Innovation
The Role Boards Of Directors And Shareholders Should Play In Guiding Business Innovation And Digital Transformation
BRIAN SOLIS.COM
January 20, 2020
My friend Raj Singh is the Chair of the Institute of Directors (IoD) in the UK. IoD has over 30,000 directors as members serving as board members for listed and unlisted companies. For one of its quarterly breakfast club meetings, I was asked to share my views on the role boards of directors need to play in guiding digital transformation and business innovation. Raj also asked for me to discuss the role of customer experience as a catalyst for change.
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Tags: Customer Experience, Digital Transformation
2020 Prediction Series: Digital Transformation Becomes A Strategic Enabler Of Business Modernization And Innovation Strategies
BRIAN SOLIS.COM
January 15, 2020
Thinkers360 assembled B2B thought leaders to share their 2020 predictions for digital transformation as part of its annual prediction series. The series is intended to help provide actionable insights for business and technology executives. There are some great thoughts included. I wanted to share my contribution with you here.
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Tags: Digital Transformation, Innovation
The 11 Digital Trends Shaping CX And Marketing In 2020
BRIAN SOLIS.COM
January 06, 2020
Each year, I help kick-off Brand Innovators Mega-Trends event during CES. In the opening keynote, I share the trends (and hopes) I would love brand executives to embrace in the new year. In 2020, the presentation focused on “11 Digital Trends Shaping CX and Marketing.” There are certainly more than 11 trends to follow, but in the context of this conversation, I focused on the convergence of AI, customer empathy, digital distractions and intentions, and the technology that connects the dots to native, end-to-end experiences.
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Tags: Customer Experience, Digital Transformation, Innovation, Marketing, Privacy
2020 CX And Marketing Prediction: Shift From Tracking Trends To Creating Possibilities
BRIAN SOLIS.COM
January 02, 2020
I’d like to think of 2020 as we think about it with vision, 20/20, which means normal visual acuity. Marketing and CX in 2020 will be a lot like marketing and CX in 2019 (not a bad thing necessarily.) As we kickoff the new year, we’re already talking about hot new trends and how to integrate shiny new tech into existing thinking, processes and programs, doing cool things, without really changing the game. If 2020 can stand for something, make it about shedding the legacy mindsets and processes that hold us back from boldly moving forward and breaking new ground.
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Tags: Customer Experience, Innovation, Marketing, Business Strategy
2020 Trends: Mobile, Voice, Mixed Reality And 5G Set The Stage For Next Generation Customer Experiences
BRIAN SOLIS.COM
December 30, 2019
Next Generation CX Must Be Designed as Native Experiences for Emerging Platforms
Search and content are more important than ever when it comes to the customer journey. Beyond digital and social media, mobile was a complete game changer. But many businesses have yet to catch up with how mobile changed customer behaviors.
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Tags: AR/VR, Customer Experience, Innovation, Business Strategy, 5G
How Can We Build Trust In Digital Business?
Import from forbes.com
December 16, 2019
There’s a largely unaddressed area of digital transformation, the opportunity to modernize networking infrastructure— software-defined networks (SDNs).
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Tags: Customer Experience, Digital Transformation
The Future of Fast Advertising is Born as Aviation Gin Saves the Peloton Wife in Clever Sequel
BrianSolis.com
December 07, 2019
Bravo Ryan Reynolds! Bravo.
A brilliant form of marketing is playing out right now from the likes of Ryan Reynolds and Aviation Gin on social media. It represents the next trend in advertising, or what I call “fast advertising.”
If you’ve been following the Peloton marketing fiasco, then you will appreciate the ambitious (and/or audacious) marketing coup achieved by Aviation Gin’s new clever holiday commercial.
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Tags: Customer Experience, Marketing, Sales
The Digital Change Agent’s Manifesto; Empowering Tomorrow’s Leaders From Within
BRIAN SOLIS.COM
November 19, 2019
In a world where digital technology is evolving faster than organizations can adapt, it’s no secret that companies are investing in digital transformation and corporate innovation. But who is leading the charge? Often, it’s the individuals who share a deep expertise and passion for digital. And while these “digital change agents” are striving to bring change from within their respective group in the organization, they aren’t necessarily seasoned or trained at navigating the cultural dynamics that drive change throughout an organization.
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Tags: Digital Transformation, Innovation
New Book Leads To New Call For Empathetic Leadership In An Era Of Digital Distractions
BRIAN SOLIS.COM
November 18, 2019
In case you didn’t know, I have a new book out and it’s a little different than anything I’ve published to date, Lifescale: How to Live a More Creative, Productive and Happy Life.
I’ll be completely transparent with you. Some wondered, myself included, if writing a book about digital distractions and how to recenter yourself without disconnecting would be healthy for my keynote speaking and professional research/advisory. Some felt that it would distract from my brand as as a thought leader in digital transformation, CX, business innovation, and leadership.
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Tags: Customer Experience, Digital Transformation, Digital Disruption, Leadership
Personal Innovation During Times Of Digital Disruption
BRIAN SOLIS.COM
November 13, 2019
Note: For mobile users, please subscribe to my new feed here and unsubscribe from the old Feedburner feed.
Ever have one of those conversations with someone you care about where you’re left feeling inspired and motivated? They’re rare occurrences in my life. I can count on one hand how many people I’m lucky to know who leave me feeling this way. One recent conversation was with Jim Marous, Publisher at The Financial Brand. If you’d like to listen to that conversation, please see below or click here.
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Tags: AI, Digital Transformation, Digital Disruption, Innovation, FinTech
Digital Transformation: Executives Need A Sense Of Urgency To Compete Against Digital Natives
BRIAN SOLIS.COM
November 11, 2019
Note: Please subscribe to my new feed here and unsubscribe from the old feed.
Digital transformation is one of those trends that everyone is talking about, but few can pinpoint exactly what it means and why it’s business critical. Yet, it’s the very catalyst that puts companies on a path to business modernization.
Companies need a sense of urgency. This is the conversation I had with TechRepublic’s Karen Roby. We discussed the changes shaping digital transformation, including operational models and the modernization of infrastructure, work and mindsets. You can watch the video interview at the link below or read the transcript here.
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Tags: Digital Transformation
The Beginning Of The End Of Likes: Instagram Expands Tests Removing Likes From Public View To U.S.
BRIAN SOLIS.COM
November 09, 2019
Instagram CEO Adam Mosseri announced that the platform will start hiding “likes” for some U.S. users starting this week. This is an extension of a rolling test in seven countries around the world over the last several months. This is the moment that Mosseri shared the news. As you can hear from the audience reaction, it’s unclear how the market is going to react.
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Tags: Social
New Book, New Keynote Topic On Leadership In An Era Of Digital Distractions
BRIAN SOLIS.COM
November 08, 2019
I wanted to share the good news that I have a new book and speaking topic available, Lifescale: How to Live a More Creative, Productive and Happy Life.
The book and talk are aimed at professional audiences.
36% of Millennials and Gen Z workers report spending two or more hours each workday “looking at their phones for personal activities.” They’re not alone. Everyone is distracted. On average, we receive up to 200 notifications per day. Can you imagine how much this is costing organizations? More so, what’s this doing to employee experiences and morale?
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Tags: Digital Transformation, Leadership
How To Keep Digital Distractions From Killing Your Creativity
BRIAN SOLIS.COM
November 08, 2019
I was on Twitter recently and saw a link to a page titled, “5 must-read Harvard Business Review articles” by The Enterprise Project. Then I noticed that it specifically referenced an article on “how to keep digital distractions from killing your creativity.”
“That sounds familiar!” I thought.
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Tags: Digital Transformation, Social
Digital Transformation: A Sense of Urgency Among Executives is a Common Missing Link
linkedin
November 06, 2019
Digital transformation isn't just a buzzword. It's more than just going digital or migrating to the cloud or adopting the next shiny object at scale. It's also about modernization.
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Tags: Digital Transformation, Innovation, Agile
EA Puts Customers And Data At The Center Of Its Innovative Marketing Organizational Model
BRIAN SOLIS.COM
November 05, 2019
EA CMO Chris Bruzzo sees the direct relationships between customer experience, data, user experience and marketing as a new operational mode. That’s what I call X.
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Tags: Big Data, Customer Experience, Innovation, Marketing, Business Strategy
Trust in the Digital Age: How Social Capital and New Business Models Make Trust a Valuable Currency
SU Blog
November 04, 2019
“We do not see things as they are, we see them as we are.” – Source
What is trust? According to Merriam-Webster, it is the assured reliance on the character, ability, strength, or truth of someone or something. Yet go on Facebook, YouTube, Twitter, or pretty much any social network, with the exception of TikTok, on any given day, and you’ll see truth debated and facts disregarded among your own friends and family. Now, conspiracy theories, disinformation, #fakenews, bots, paid advertising, extreme left and right media, massive personal data breaches, and even our country’s leaders, are relentlessly pummeling us from all sides, influencing us to question our truth...
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Tags: AI, Digital Transformation, Social
What Comes After Digital Transformation? One Answer Is The Self-Driving Enterprise
Forbes
November 04, 2019
Frederic Laluyaux, CEO of Aera, picked up his iPhone and asked, “What’s my forecast?”
A pleasant voice responded, “On track at $1.2B with an additional $134M revenue opportunity. Do you want the regional breakdown?”
That was my introduction to the coming age of The Self-Driving Enterprise, a category Laluyaux trademarked to double-down on the evolution (or revolution) of the enterprise as he sees it. He founded Aera to develop a new generation of cognitive technology that reinvigorates existing ERPs to power the next-generation Self-Driving Enterprise.
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Tags: AI, Digital Transformation
Quantum Computing Will Solve Today's Problems and Also the Problems We've Yet to Imagine
linkedin
October 31, 2019
I was speaking with Mercedes Cardona recently as she prepared to write an article on Quantum Computing for Adobe's CMO.com. Our conversation went beyond business and marketing and explored the possibilities (and realities) of the impact of Quantum Computing on our world.
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Tags: Digital Transformation, Digital Disruption, Innovation, Quantum Computing
Now Customers Are Changing The Service Game For Order For Pickup Experiences
Import from forbes.com
October 30, 2019
We live in a NOW economy, one where mobile-first consumers can summon almost anything on-demand. The Rakuten Ready 2019 Time Study was launched to better under- stand the impact of real-time consumer experiences on the growth of Order for Pickup for top brands across QSR, Retail and Grocery.
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Tags: Customer Experience, Digital Transformation
The End Of Traditional Marketing And The Beginning Of What’s Next
BRIAN SOLIS.COM
October 29, 2019
Congratulations to Carlos Gil on the release of his new book, “The End of Marketing: Humanizing your brand in the age of social media.” Carlos is a long-time friend and I was genuinely appreciative when he asked me to write the foreword for his first book. All I asked was that I could share the foreword with you upon the book’s release.
I hope it helps you!
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Tags: Social, Marketing
Your Online Behavior Funds A Social Currency And Creates A Digital Credit Score
BRIAN SOLIS.COM
October 28, 2019
The Black Mirror “Nosedive” episode is a very real depiction of a possible future of our digital and physical worlds. In fact, there are semblances of it forming in China right now.
How you use social media can be collected into a social credit score. Your rating on Uber or Lyft aren’t the only systems tracking your digital behavior and transactions. What you create and curate, what you do, what you say, what you don’t say, who you know, can all contribute to a digital relevance score or social stature or hierarchy that can work for or against you.
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Tags: Social
Distraction Nation: How We’ve Let Distractions Take Control
linkedin
October 23, 2019
Distractions are as old as goals themselves. Since Neanderthals first aimed to catch dinner, human nature has been easily pulled away from the end goal by everything from big predators to shiny objects. Our biggest obstacles to our goals may just be ourselves.
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Tags: Digital Transformation, Innovation, Future of Work
Building Trust in a Digital Age
linkedin
October 22, 2019
What is trust? According to Merriam-Webster, it is the assured reliance on the character, ability, strength, or truth of someone or something. Yet go on Facebook, Youtube, Twitter or pretty much any social network, with the exception of TikTok, on any given day, and you’ll see truth debated and facts disregarded among your own friends and family. Now, conspiracy theories, disinformation, #fakenews, bots, paid advertising, extreme left and right media, massive personal data breaches, and even our country’s leaders, are relentlessly pummeling us from all sides, influencing us to question our truth. Add to that the threat of artificial intelligence (AI) and synthetic deep fake videos, and our world is headed toward an existential crisis that we, as a society, won’t see coming. Trust in a digital economy has now become a precious commodity.
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Tags: AI, Digital Disruption
Trust In The Digital Age
BRIAN SOLIS.COM
October 21, 2019
“We do not see things as they are, we see them as we are.” – Source
What is trust? According to Merriam-Webster, it is the assured reliance on the character, ability, strength, or truth of someone or something. Yet go on Facebook, Youtube, Twitter or pretty much any social network, with the exception of TikTok, on any given day, and you’ll see truth debated and facts disregarded among your own friends and family. Now, conspiracy theories, disinformation, #fakenews, bots, paid advertising, extreme left and right media, massive personal data breaches, and even our country’s leaders, are relentlessly pummeling us from all sides, influencing us to question our truth. Add to that the threat of artificial intelligence (AI) and synthetic deep fake videos, and our world is headed toward an existential crisis that we, as a society, won’t see coming. Trust has now become a precious commodity.
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Tags: Digital Transformation, Social
How I Help Business Audiences Embrace Innovation, Disruption And Change To Lead The Way Forward
BRIAN SOLIS.COM
October 16, 2019
We live in an era of #DigitalDarwinism. These are disruptive times and they challenge everyone…leaders and executives…employees, customers, and partners…and, you and me.
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Tags: Digital Transformation, Digital Disruption, Innovation
Next Generation Branding: What Brands Can Learn from How Millennials and Centennials Identify with Their Favorite Artists
linkedin
October 14, 2019
I’m fascinated by younger generations and just how different they are from generations prior. You should be too. Generations Y and Z (Millennials and Centennials) represent a dramatic “C” change where a new genre of “Connected” consumerism is forcing business as usual to cater to an always-on, accidentally narcissistic, empowered, informed, demanding, and counterintuitive generation.
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Tags: Digital Transformation, Social, Culture, Public Relations
Marriott International Prioritizes Innovation In Guest Experience To Cultivate Brand Loyalty And Drive Growth
BRIAN SOLIS.COM
October 07, 2019
There’s an old adage in business: A happy customer is a loyal customer. Focus on driving loyalty, and you cultivate a customer relationship that is not only special, but also incredibly rewarding for the business over a longer period of time. By putting loyalty at the center of everything, loyal customers become proud stewards of the brand, advocating their experiences and going out of their way to spend more time and money with the brand. In any given category, their intention is to give you their business as long as they feel valued and their experiences are seamless, productive, memorable, and even delightful.
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Tags: Customer Experience, Marketing, Customer Loyalty
Riding The Next Wave Of Digitally Driven Innovation
BRIAN SOLIS.COM
October 02, 2019
The cloud is a key enabler of business transformation. IT leaders, business executives and digital transformation architects are migrating to the cloud to modernize operations enterprise-wide.
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Tags: Analytics, Big Data, Cloud, Digital Transformation, Innovation, Future of Work
Now Hiring: Robots, Please Apply Within
Import from forbes.com
September 17, 2019
The robots are coming! The robots are already here. AI vs meat-based workers is now a thing. The idea that robots will create more jobs is a non sequitur. We all need to learn and unlearn. We all need to train and retrain. The time of resting on your education and experience is over.
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Tags: AI, Customer Experience, Digital Transformation
Disruptive Technology Is A Catalyst For Change, Not The Reason -- How To Survive Digital Darwinism
Import from forbes.com
September 10, 2019
Brian Solis shares an excerpt from his best-seller, "What's the Future of Business: Changing the Way Businesses Create Experiences" aka WTF. He spotlights the effects of disruptive technologies on the customer journey, but cautions against prioritizing tech ahead of people.
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Tags: Customer Experience, Digital Transformation
Laggard Executives Put The Fun In Dysfunctional Business Culture
Import from forbes.com
September 04, 2019
During times of great change, the degree of out-of-touchness across a company can grow significantly. Leaders who spend their time with senior staff, working on future-forward initiatives, and attempting to accelerate adaptation are losing touch with the perceptions of front line and junior staff.
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Tags: Customer Experience, Digital Transformation
CORD-CUTTING HITS THE ENTERPRISE AS EMPLOYEES BECOME ANYWHERE WORKERS
DialPad
September 01, 2019
this report from Altimeter, a Prophet Company, Brian Solis shares his insights on the demise of the desk (and the Desk Phone) as well as the rise of the Anywhere Worker. He also discusses how investing in a pure-cloud communications system will improve employee productivity and happiness...and the bottom line. Other topics include:
The next big thing in digital and business transformation
How IT leaders can better support Anywhere Workers
Insights from a new Anywhere Worker report from Dialpad and Lab 42 Research
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Tags: Digital Transformation, Leadership, HR
Startups Like Locale Give Connected Travelers Access To Luxury Apartments And Experiences
Import from forbes.com
August 23, 2019
Locale, a lifestyle apart-hotel brand, curates thoughtfully designed, furnished apartments for short and extended business travel. Brian Solis sits down with founder and CEO Nitesh Gandhi to talk about the story behind Locale.
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Tags: Customer Experience, Digital Transformation
Scaling Your Life: How To Measure The Success Of Your Daily Habits
Import from forbes.com
August 01, 2019
The things you’ve become dependent upon — your smartphone, your laptop, social media, apps — How you use them form your daily habits and they may actually be doing more harm than good.
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Tags: Customer Experience, Digital Transformation
Sometimes The Innovators Of Tomorrow Are The Reluctant Leaders Who Rise Up From Within
Import from forbes.com
July 16, 2019
Sometimes the innovators of tomorrow are the disenchanted, the rebels, the introverts and other reluctant leaders who rise up in the absence of traditional leadership. Enter the digital change agent. Brian Solis' new research shows how change agents are driving digital transformation and innovation.
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Tags: Digital Transformation, Innovation
Why Older Generations Must Build Bridges To Millennials And Centennials Not Roadblocks
Import from forbes.com
July 10, 2019
Brian Solis has observed consistent, preconceived opinions about Millennials and Centennials that are not based on reason or actual experience. This article gives a voice to Millennials and Centennials among audiences who are quick to judge younger generations.
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Tags: Digital Transformation, Digital Disruption
The State Of Digital Transformation In China Versus The Rest Of The World
Import from forbes.com
June 26, 2019
The state of digital transformation in China compared to the rest of the world reveal advantages and opportunities for business performance and growth. Altimeter's Brian Solis along with Prophet Asia compare data to show the differences in strategy between Chinese companies and everyone else.
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Tags: Digital Transformation
If Ignorance is Bliss, Awareness is Awakening - Talking Mind, Body and Soul with Dr. Kayte
linkedin
June 18, 2019
One of the things I love most about the Lifescale experience, is the entirely new adventures on which I'm whisked away. One such experience was the result of attending "The Rising Glen Collective" in Hollywood recently. I was asked to present on the story behind the book to a curated group of artists, entrepreneurs, athletes, experts and executives in an intimate setting--in a beautiful Hollywood Hills home over looking Los Angeles. Boy, was I nervous.
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Tags: Digital Transformation
The Game of Thrones Finale is Expected to Impact Employee Productivity; It's Nothing Compared to Everyday Digital Distractions
linkedin
May 20, 2019
It’s predicted that millions of Americans will call in sick as a result of the final Game of Thrones episode, which, aired on HBO Sunday, May 19 2019.
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Tags: Digital Transformation, Future of Work
How Leading CMOs And CDOs Are Modernizing Experiences And Brands For Digital-First Customers
Import from forbes.com
May 09, 2019
At the core of digital Darwinism are the evolving digital customers. New research shows that, to stay ahead of the competition, today’s most innovative brands are making significant technology and operational investments to improve and modernize this customer journey and deliver truly effective CX
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Disney's 20th Century Fox Believes the Data Revolution is the Next Business Blockbuster
linkedin
May 01, 2019
Most organizations are not innovative by design. And even though we live in an era of digital Darwinism, as technology rapidly evolves, the path to innovation isn’t always clear. Legacy business models, executive hierarchies, dated perspectives of customers, and more, add up to challenges that need modernization to break new ground. Every organization, if it aims to survive and thrive against digital Darwinism and compete for the future, must innovate. So, how can traditional companies do so? The answer lies in customer data.
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Tags: Big Data, Digital Transformation, Innovation
Panera Bread Bakes Plans For Business Growth By Investing In Customer Relevance, Wellness And Personalization
LinkedIn
April 03, 2019
Customer experience is the number one catalyst among the most progressive companies investing in digital transformation. At the heart of customer experience (CX) is a word that I’m hearing more and more these days: relevance. Earning relevance among an increasingly mobile, discerning and impatient customer is no easy task. The key to it is to understand what is meaningful to customers as they continue to evolve. Doing so helps brands compete at a much more personalized level, which drives growth and cultivates loyalty. Not doing so opens the door for plugged-in and informed competitors to deliver against unmet opportunities.
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Tags: Customer Experience, Health and Wellness, Customer Loyalty
The Game-Changing Role Of Customer Intent In The Modern Marketing Funnel
Import from forbes.com
March 25, 2019
Brands struggle to catch up to customers as they change. Now, in an era of machine learning and AI, marketers must embrace data science, CX, and intent to not only keep up with evolving behaviors, expectations and preferences, but also predict them. That takes new tech, mindsets and capabilities.
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Successful Retailers Drive Store Traffic By Starting With Mobile Devices
Import from forbes.com
February 28, 2019
Digital has changed the shopping journey. Consumers have countless resources at the tap of a finger this forces retailers to rethink the entire experience. Some purchases have to be completed in person. Here's an example of how the journey for buying a car has been upgraded for modern consumers.
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Tags: Customer Experience, Digital Disruption, Retail
Successful Retailers Drive Store Traffic By Starting With Mobile Customers
Import from forbes.com
February 28, 2019
Digital has changed the shopping journey. Consumers have countless resources at the tap of a finger this forces retailers to rethink the entire experience. Some purchases have to be completed in person. Here's an example of how the journey for buying a car has been upgraded for modern consumers.
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Seven Priorities To Accelerate Digital Transformation Maturity and Success
Import from forbes.com
January 09, 2019
Now in its 5th year, our annual “State of Digital Transformation” documents the constantly evolving enterprise. As disruptive technologies & their impact on organizations & markets continue to progress, our research aims to capture the shifts & trends that are shaping modern digital transformati
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Tags: Digital Transformation
The 2018-2019 State of Digital Transformation
linkedin
January 03, 2019
What is digital transformation? The moniker itself has attained buzzword status. But, that doesn't make digital transformation any less significant. Among the more elite organizations, "digital" is merely an enabler for complete "transformation," which is aimed at upgrading and innovating organizational models and capabilities to survive and thrive in an era of digital Darwinism.
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Tags: Digital Transformation
The Real-Time and Predictive Commerce Playbook for CMOs
linkedin
December 18, 2018
We live in an era of digital Darwinism, one where technology’s impact on society evolves with every iteration, innovation and disruption. As a result, consumers are empowered with new capabilities that influence behaviors, expectations, and cultural norms and values.
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Tags: Customer Experience, Digital Disruption, Innovation, Marketing
Make Meetings Matter Again: Five Steps To Design The Perfect Meeting
Import from forbes.com
December 13, 2018
Meetings have lost their way over the years. Are we making the most of them?
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Tags: Management, Future of Work
As Digital Darwinism Evolves, Enterprise Organizations Must Learn New Ways To Adapt And Innovate
Import from forbes.com
December 11, 2018
Companies face great pressure to keep up with digital Darwinism. Those seeking to compete must double down on investments in disruptive and agile technologies and also disruptive and agile operational models. Those that don’t will find themselves on the other side of digital Darwinism.
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Tags: Digital Transformation, Digital Disruption, Innovation
Customer Experience Isn't A Thing, It's A Feeling
Import from forbes.com
December 06, 2018
The irony of CX is how little the customer is actually considered in experience strategies and investments. Yet outside of CX, we are all customers.
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Tags: Customer Experience
The Generation Gap is Getting Old - Why We Need to Build Bridges to Millennials and Centennials not Roadblocks
linkedin
December 05, 2018
It's said that there are two things certain in life...death and taxes. We can also add the certainty that a great divide will always exists in each generational shift. The "generation gap" as it's formally called, represents the difference of opinion between one generation and another regarding beliefs, politics or values. Depending on the situation or circumstance, this gap can foster debate, ignorance and even contention, often pitting younger people against their parents, grandparents, teachers, managers and fellow citizens. But, this is a time not only of great divide, but also of great disruption. Continuing on a path of "business as usual" is a sure passage to irrelevance or obsolescence. If we do not shift perspectives and mindsets to build bridges between generations, we distract or prevent productive and lucrative investments in equitable transformation and innovation.
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Tags: Digital Transformation, Innovation
Facing Sales Slump, Automotive Brands Can Win By Adding Value In The Digital Shopping Journey
Import from forbes.com
November 28, 2018
The automotive industry is facing difficult times, higher costs of manufacturing, slumps in sales and more discerning customers. To win, brands and dealers will have to understand digital behaviors and invest in online video to capture their attention and deliver assistive experiences.
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Tags: Customer Experience, Digital Transformation, Sales
Are You Losing Mobile Customers? Here Are Three Questions To Optimize Mobile Experiences
Import from forbes.com
November 19, 2018
Consumers are more and more mobile first but brands still see mobile as an extension of the desktop web. Sites that don't perform on mobile are driving customers away. Time's literally running out. Expedia Group CMO Aaron Price shares the three questions you should be asking.
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Predicting Customer Intent is the Key to Future-Proofing Business Growth
linkedin
November 08, 2018
To drive growth, stop chasing customer intent and start building an intelligent engine to observe customer signals and predict what people actually want.
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Tags: Customer Experience, Marketing
Marketing In The Age Of Machine Learning
Import from forbes.com
November 08, 2018
Customers are becoming more connected and mobile and as a result, more impatient and demanding. To stay ahead, machine learning is empowering a new generation of 'adviser brands' to deliver real-time, personalized and productive customer experience to drive conversions and business growth.
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Tags: AI, Marketing
Mobile customers want brands to be more like Uber and Airbnb when they shop locally
linkedin
October 31, 2018
Have you ever searched for a restaurant, store, or venue and added the words “near me” to your query?
When you do, it reveals a strong signal of not just location, but also intent that help brands understand how to deliver value in critical moments of opportunity. But, not long ago, our searches used to include more specific qualifiers such as cities, zip codes, and neighborhoods. Now we’re going through yet another iteration of mobile search. The question is, is your brand keeping up?
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Tags: Customer Experience, Digital Transformation, Marketing
What Every Executive Needs To Know About Digital Marketplaces And Experience Platforms
Import from forbes.com
October 23, 2018
Marketplaces around the world could account for 40% of the global online retail market by 2020. Executives at emerging and established brands alike need to be thinking about how they become a part of this massive shift.
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How 20th Century Fox Is Betting On The Data Revolution As The Next Business Blockbuster
Import from forbes.com
October 10, 2018
Julie Rieger, president, chief data strategist and head of media at 20th Century Fox Film, joins author and futurist Brian Solis to discuss how customer data is the key to innovation. Understanding customer behaviors, their preferences and intent, will stay ahead of the evolutionary curve.
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Panera Bread Bakes Plans For Growth By Investing In Customer Relevance, Wellness And Personalization
Import from forbes.com
September 26, 2018
Panera Bread Chief Growth and Strategy Officer Dan Wegiel joins author and futurist Brian Solis to discuss the magic between how food, wellness and digital experiences come together and how digital makes better customer experiences possible that were not available in the analog world.
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Tags: Customer Experience, Health and Wellness
Customer Experience And Engagement Fuels The Most Progressive Digital Transformation Strategies
Import from forbes.com
September 24, 2018
When organizations concentrate on customer experience and engagement, digital transformation winds up reshaping the entire organization. Read more to learn why.
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Carnival Focuses On Growth By Using Smart Signals To Predict And Engage Potential Cruisers
Import from forbes.com
September 19, 2018
Kathy Mayor, chief digital officer at Carnival Cruise Corporation, joins author and futurist Brian Solis. Mayor shares how the company uses smart customer signals to identify the best potential cruisers and make “Carnival” the mentally available brand for travel.
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HomeAway Delivers Exceptional Customer Experiences By Focusing On What Not To Do
Import from forbes.com
September 12, 2018
David Baekholm, senior VP of growth marketing at HomeAway joins author and futurist Brian Solis. David shares HomeAway's approach to improving CX, driving growth and leading innovation through real-time and predictive analytics.
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Ready Player One: How Customer, Data And Growth-Centric Marketers Are Winning The Game
Import from forbes.com
September 05, 2018
EA CMO Chris Bruzzo joins digital analyst, futurist and author Brian Solis to discuss how data and machine learning are helping EA future-proof the brand, drive business growth and deliver incredible customer experiences. EA’s goal is to form a deep emotional connection with consumers.
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At Marriott International, Investing In Guest Experiences Fosters Loyalty And Drives Business Growth
Import from forbes.com
August 29, 2018
Karin Timpone joins digital analyst, futurist and author Brian Solis to discuss how data, machine learning, and having a loyalty mindset help center the organization around digital transformation, customer satisfaction and growth.
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Tags: AI, Customer Experience, Customer Loyalty
How Hyundai Is Driving Customers Into Dealerships By Focusing On Assistive Experiences
Import from forbes.com
August 22, 2018
Dean Evans, CMO of Hyundai Motor North America, joins digital analyst, anthropologist and author Brian Solis to discuss the evolution of customer behaviors, how to modernize customer journeys and experiences and the importance of customer-centered digital transformation and innovation.
