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In Context: Fostering a better customer experience across the organization

In Context: Fostering a better customer experience across the organization

As Solis states, “each group inadvertently contributes to a disconnected approach to CX because they’re attempting to solve one part of the customer’s journey and experience from their silo. Yet, customers don’t see departments, they see one brand.” He defines CX this way: “it’s the sum of all engagements a customer has with your brand in every touchpoint, in each moment of truth, throughout the customer lifecycle.” I think he has it exactly right.

Travel Daily UK: WTM Conference set new record for attendees in 2016

Travel Daily UK: WTM Conference set new record for attendees in 2016

World Travel Market London 2016’s Conference and Event programme experienced a 5% increase, taking the number of attendees to a record of almost 19,000.
The conference and events programme included sessions on aviation, hospitality, sports tourism, technology, digital, wellness and responsible tourism and featured some of the biggest names in the industry… Industry expert Doug Lansky and digital futurist Brian Solis were the keynote speakers.

QuickBase: Business Professionals Sound Off on Digital Transformation

QuickBase: Business Professionals Sound Off on Digital Transformation

Why are marketers undertaking digital transformation more quickly than everyone else? Solis suggested it’s because they are leading the charge in technology investments to upgrade and build touch points that lead connected customers along a more productive journey. And customer experience has become a major strategic priority for organizations that wish to remain competitive.

ZDNet: Why AI and machine learning need to be part of your digital transformation plans

ZDNet: Why AI and machine learning need to be part of your digital transformation plans

Tools like IBM Watson “introduce machine learning to understand what human beings have a hard time seeing in the context of their work,” said Brian Solis, principal analyst at Altimeter. “Machine learning will allow companies to see things they wouldn’t otherwise, because of the cognitive bias that exists in the relationship between humans and the data they collect.”

EMERCE: Brian Solis– ‘Experience design voor betere branding’

EMERCE: Brian Solis– ‘Experience design voor betere branding’

“Bedrijven denken vaak dat ze de klant centraal stellen, maar in de werkelijkheid zijn het vaak de aandeelhouders. En dat is oké”, stelt Solis. “Maar de consumenten veranderen en stellen steeds hogere eisen. Bedrijven moeten nieuwe manieren zoeken om te verbinden met consumenten en waarde te creëren. Daarom moeten we human-centric zijn, om het soort ervaringen te ontwerpen dat betekenis heeft en shareable is.”

New York Post: Nobody has real friends anymore

New York Post: Nobody has real friends anymore

Brian Solis, who is interested in “digital anthropology,” said the possibility of being a so-called “bad friend” for opting to go mainly digital is something people are still adapting to.

“We are getting lazier, and so putting something on a wall is checked off as a personal interaction for most people,” he said. “But we’re learning the hard way, through experience — so there really is no answer to the ‘bad friend’ notion. It’s all user-defined.”

NATO Review: Content Wars– Daesh’s sophisticated use of communications

NATO Review: Content Wars– Daesh’s sophisticated use of communications

“Social media is about sociology and psychology more than technology” — Brian Solis

Western military forces – in most cases – are in fact anti-social.

There is no real intention of engagement, no replies to comments or tweets. We busy ourselves measuring likes, comments, shares, retweets and reach but the parade of shallow vanity metrics being delivered in reports as a solid return on investment does little to measure or quantify the actual strategic effect applied. In many cases, the strategic effect is unclear or absent to begin with.

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