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.

Share

ABOUT ME

Brian Solis is principal at Altimeter Group, a research firm focused on disruptive technology. A digital analyst, anthropologist, and futurist, Solis has studied and influenced the effects of emerging technology on business, marketing, and culture. Solis is also globally recognized as one of the most prominent thought leaders and published authors in new media. His new book, What's the Future of Business (WTF), explores the landscape of connected consumerism and how business and customer relationships unfold and flourish 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. Prior to End of Business, Solis released Engage, which is regarded as the industry reference guide for businesses to market, sell and service in the social web.

Contact Brian

RECENT TWEETS

FLICKR FEED

  • A Good Friday sunset...Maui style.
  • A gorgeous view from the @grandwailea #maui
  • Digital Transformation - Checklist
  • Digital Transformation - The Team

ARCHIVE