Author Paul Gillin interviews Brian Solis for Huffington Post

Altimeter_s_Brian_Solis___It_s_the_Customer_Experience__Stupid____Paul_Gillin

Paul Gillin, author of many popular business book including Attack of the Customers, his most recent release, interviewed Brian Solis to discuss the upcoming Pivot Conference along with his views on the state of customer experience and business innovation. In an article meant to shake things up starting with the headline, “It’s the Customer Experience, Stupid,” Gillin and Solis explore disruption, innovation and the need for businesses to change at the top.

Solis believes customer experience is the only sustainable advantage in a world in which customers call all the shots. He also believes few CEOs know what’s about to hit them.

“They’re confident because they’re profitable today and their forecasts say profitability will continue,” he told Gillin. But just ask leaders of Best Buy, Borders, The Washington Post Company and Blockbuster where market leadership got them. The pace of disruption is only going to increase, and companies that don’t understand and integrate customer experience from soup to nuts are going to be fall victim to Digital Darwinism, Solis believes.

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ABOUT ME

Brian Solis is a digital analyst, anthropologist, and also a futurist. In his work at Altimeter Group, Solis studies the effects of disruptive technology on business and society. He is an avid keynote speaker and award-winning author who is globally recognized as one of the most prominent thought leaders in digital transformation.

His most recent book, What's the Future of Business: Changing the Way Businesses Create Experiences (WTF), explores the landscape of connected consumerism and how business and customer relationships unfold in four distinct moments of truth. His previous book, The End of Business as Usual, explores the emergence of Generation-C, a new generation of customers and employees and how businesses must adapt to reach them. In 2009, Solis released Engage, which is regarded as the industry reference guide for businesses to market, sell and service in the social web.

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