Studying the impact of innovation on business and society

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The Key to Creativity and Innovation is Empathy

The Key to Creativity and Innovation is Empathy

Growing up in Los Angeles and living in Silicon Valley for 20-plus years has plugged me into a unique network of creativity and innovation. Although many would say that I technically live in a bubble, I have practiced the art of participation and observation to earn a balanced perspective when it comes to ideation and design. While I am surrounded by some of the most amazing  minds, I am also inspired by those shaping innovation hubs. If it’s one thing I’ve learned,…

Digital Darwinism: Evolve with Your Customers or Regress Toward Irrelevance

Digital Darwinism: Evolve with Your Customers or Regress Toward Irrelevance

I recently had the pleasure of speaking at Unite host by Satmetrix in New Orleans. Customer experience, IT and management executives from around the world met in the “Big Easy” to learn from one another, share experiences and envision a new future for customer engagement. Prior to the event, I met with the Satmetrix team to discuss my presentation so that we could share the message for those that could not be there live. The conversation was summarized over at…

What is Influence 2.0 and why is it important in the future of CX?

What is Influence 2.0 and why is it important in the future of CX?

Before social media, before modern digital marketing and before DCX and digital transformation, I spent much of the late 90s and early 2000s studying and experimenting with online influence. In February of 1999, I opened a lab to test and learn and in the process, was one of the many contributors to shape the future of digital marketing and customer engagement. Shortly after joining Altimeter Group in 2012, I shared all of the research I had collected and more and published…

The definition of Digital Transformation

The definition of Digital Transformation

The definition of digital transformation is the realignment of, or new investment in, technology, business models, and processes to drive new value for customers and employees and more effectively compete in an ever-changing digital economy. This is how I define digital transformation, having evolved it slightly over the years. This definition, which was introduced in 2013/14, was different at the time in that it didn’t solely focus on technology. Early in its rise though the hype cycle, digital transformation was largely technology-centric with…

Experiences Become Brands and Great Brands Become Experiences

Experiences Become Brands and Great Brands Become Experiences

These days, it seems that I travel to events overseas more than in the United States. While many companies around the world believe they are behind U.S. companies, I can say that from first hand experience, any company pursuing the future of customer experience, innovation, and brand is ahead of the game…regardless of where it’s based. When I receive an invitation to present, it exemplifies, at least to me, that those attending the event are keen on learning about how to…

This is a Time for New Leadership – Building Bridges Between People Who Think Differently

This is a Time for New Leadership – Building Bridges Between People Who Think Differently

At the end or beginning of each year, smart folks ask other smart folks to contribute their thoughts about the year ahead. Then everyone promotes their participation and the host benefits from a landslide of new traffic and followers. I usually don’t participate. But my friend Tom Goodwin had a different take on the assemblage idea. He asked, “what’s the one thing you learned in 2016?” He had me at “learned.” The post is now live at Forbes but I wanted to…

Experiences are The Core Pillars of Any Brand. 

Experiences are The Core Pillars of Any Brand. 

This is for my Danish friends and anyone who believes that the future of business lies in experience design. Via  Markedsføringdagen, I juni 2016 havde Dansk Markedsføring besøg af Brian Solis fra Altimeter ved markedsføringsdagen. Vi fik lejlighed til at tale både med ham og med deltagere, som havde fornøjelsen af at høre ham på dagen I’ve been spending quite a bit of time lately in Copenhagen. To be honest, I already miss it. There are three recurring topics that…

Sharing a Personal Story – A Rare Glimpse into What Inspires Me and How  I Got Here

Sharing a Personal Story – A Rare Glimpse into What Inspires Me and How I Got Here

Believe it or not, I’m a private person. I know it seems ironic. After all, I was one of the early group that worked to bring social media to the forefront in the early 2000s. But, I still tend to not share personal information online. I do however, share my work freely with everyone in the hopes of creating a community of betterment in business, government and society. There are rare occasions however when I do open up to share stories that…

4 Keys to Designing New Customer Experiences

4 Keys to Designing New Customer Experiences

On a cold and rainy day in Minneapolis before year’s end, I joined my Prophet colleagues at Le Meridien Chambers where we hosted a breakfast of brand champions. It was the second time this year that I was invited to speak to some of the city’s (and the country’s) most prominent companies and this time I had even more new research and ideas to share. During the two hours that we were together, I presented findings from “The 6 Stages of Digital…

The Refiners Imports Foreign Startups to Silicon Valley for Global Acceleration

The Refiners Imports Foreign Startups to Silicon Valley for Global Acceleration

In 2016 I was honored to serve as the first “Godfather” for the Refiners, a group of foreign startups partaking in a new acceleration program in San Francisco. As Godfather, I serve as a mentor and resource to help entrepreneurs shape and optimize their companies to be successful beyond their country of origin. In this case, many of the companies were French hoping to expand to the U.S. and around the world. The Refiners is an interesting take on startup…

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