Thoughts about the future of customer service and experience published by Brian Solis in Forbes, was recently included in CO by the U.S. Chamber of Commerce, “5 Customer Service Trends That Are Here to Stay.” Author, Sean Ludwig. During the pandemic, businesses changed their customer experience. Here are the changes that will be around long after COVID-19 is a thing of the past. Building brand loyalty with empathy One way customer service has notably changed during the pandemic that brands…
The New Playbook for the Future of Marketing and CX Will Be Written by You
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. But even for those companies that used just one of the capabilities—either creativity, analytics, or purpose—they experienced an average growth rate of more than 6%. Those that added a second component saw growth rates climb to more than 7%. And for those that employed the full triple play, growth rates climbed to more…
Digital Experience Is Your Brand’s Superpower
A special video/audio conversation recorded for the Invoca Summit that explores how #DX will shape #CX. Description: A conversation between Kenneth Kinney, host of “A Shark’s Perspective” and Brian Solis, the Global Innovation Evangelist at Salesforce; a world-renowned keynote speaker often referred to as one of the greatest digital analysts of our time; and an award winning author of eight best-selling books including “Lifescale: How to Live a More Creative, Productive, and Happy Life”. Video version here.
100 CX Thought Leaders That Are Changing The CX Game
via Survey2Connect Customer Experience has become the top priority for brands and businesses all around the globe. It can be seen in the increased investment in customer experience and extra focus on providing impeccable customer experience alongside a great product. But at the heart of the amazing customer experience lies our customer experience heroes, who through their vision, bring the game-changing CX strategy. On World CX day, we bring to you a list of 100 CX leaders from all around…
The Art of Life(SCALING) and the Importance of Digital Welness
Excited to share this with you! I joined the “Art of the Possible” podcast with Dan Morrison and Rob Page. During our awesome conversation, we explored the evolving world of tech, where we are going as a society as a result, and the impact of digital on us as human beings. We also review ways we can be more intentional in our relationships with devices, networks, and apps for improved digital wellness, self care, and happiness. 🤳 Please listen and…
Shifting Mindsets from Customer Experience to the Customer’s Experience
I recently had the opportunity to partner with my colleague Jon Suarez-Davis on a fireside conversation for the CMO Club. What an incredible experience to hear from so many CMOs leading through change in these uncharted times. Jessica Denny summarized the conversation at CMO Perspectives and it’s well worth your time. Please take a moment to read (and share!) Thank you. The pandemic transformed us into a digital-first society, and now digital-first customers are driving total market transformation. World-renowned digital…
Personal Growth During Times of Digital Disruption
Have you ever had one of those late night conversations with a dear friend about life, work, and the future that you’ll never forget? My conversation with Jim Marous was just like that. I wanted to share it with you here… via The Financial Brand Digital disruption is impacting today’s worker more than ever, with sociologists believing that today’s worker will need to ‘reinvent themselves’ several times during a career in the future. While maintaining the status quo provides…
readwrite: Customer Experience Speakers for Your Event
Readwrite published an article that lists the top CX speakers for events exploring customer trends and the future of behaviors, expectations, and preferences. Brian Solis was named to the list along with many of his long-time friends As a pioneer in digital anthropology, we believe Brian should be ranked at the very top of the list for events where audiences need to understand the human side of the evolving digital story. Brian outlines in a very approachable and engaging way…
Webinar: Digital Wellness for a Remote Workforce and the Role of IT
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. Quartz research points to three key consequences: • Productivity distractions – constant pings from colleagues and context switching between apps • Perpetual connectivity – the need to be “always on” • Decision fatigue – an overwhelming array of tools and systems Each of these consequences of…
Brian Solis Urges Businesses to Look Forward
via 21st Arkansas Business and Century Business Forum 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. That need is even more poignant in this post-pandemic world, according to Solis, who maintains that businesses should not be yearning for a return to the old normal but rather must adapt to…
