Studying the impact of innovation on business and society

Tag: interview

Más Movilidad: Brian Solis — ‘Las empresas necesitan una cultura centrada en el cliente’

Más Movilidad: Brian Solis — ‘Las empresas necesitan una cultura centrada en el cliente’

La palabra “fracaso” se considera en gran medida una deshonra en los Estados Unidos y en todo el mundo. Dentro de ciertos sectores, la palabra puede tener diferentes connotacionEles. Por ejemplo, en la comunidad startup, en todo el mundo, hay una filosofía predominante de que promueve la experimentación y el aprendizaje “Fail Fast. Fail Forward”.

QuickBase: Digital Maturity — Who Gets the Ball Rolling? Brian Solis Interview

QuickBase: Digital Maturity — Who Gets the Ball Rolling? Brian Solis Interview

Solis says that many leaders incorrectly assume that pursuing digital transformation is the job of the IT department. “If you were to follow the findings of many other reports, you would believe that the secret to digital transformation was all about technology and how the modernization of work was the key to success. The truth is that it’s a far more human story. There are changes happening to and because of people in your markets,” he says.

.ME: Interview with Brian Solis On What It Takes to Create Exceptional Customer Experience

.ME: Interview with Brian Solis On What It Takes to Create Exceptional Customer Experience

An exceptional customer experience is starting with understanding what a customer experience is. Too many people that work in this field look at customer experience from their point of view; so it means that these are the technologies we need, these are the systems and processes we need, these are the groups that handle the experiences that people have, but there is no one person who necessarily owns customer experience. The customer owns customer experience.

MyCustomer: Brian Solis On How To Identify Your Moments Of Truth

MyCustomer: Brian Solis On How To Identify Your Moments Of Truth

“When we look at the customer journey, at present, we do so in a very linear way, and we distribute responsibility for that customer journey to different groups in charge of managing different aspects,” says Solis. “We give them budget, we give them personnel and we give them different metrics to try and optimise each component.

“But in a world where the customer journey is becoming increasingly non-linear, we can paint a much more accurate picture of how digital customers are interacting in different ‘moments’, be it before, during or after a transaction. We can ascertain how customers are making decisions, and we’re able to establish how to improve each of these moments of truth, and more importantly, how to connect the dots between them.”

The Importance of Designing Customer Experiences

The Importance of Designing Customer Experiences

SXSW is one of my favorite events of the year for many reasons. It’s an experience where serendipity becomes the new gravity and almost everyone you meet has incredible stories to share. Upon arrival in Austin, I drove straight from the airport to the Sysomos lounge to see my dear friend Amber Naslund and her team. She was kind enough to host my very first booksigning of X the evening before SXSW was set to kick-off. The place was packed! What…

Introducing a framework for experience architecture

Introducing a framework for experience architecture

Alan Quarry is one of those people that makes you smile and earns your trust and respect within minutes. He also has a pretty killer video setup. Alan invited me on his show to talk about X and I gladly accepted. The minute I plugged-in to his video feed though, I instantly wished I could teleport to his studio. #jealous. In X, I introduce framework for experience architecture and how one can become an xperience architect. We talk about what that…

The Truth About Creating Customer Experiences

The Truth About Creating Customer Experiences

  Bryan Kramer is just one of those people with whom you instantly bond. For those who don’t know him, he shot onto the social, digital, content marketing scene with fun and fervor. He’s highly regarded as a strategist, speaker and author. He’s also someone I think of as a good friend. Recently, I had the honor, and enjoyment, of shooting an episode of H2HChat (Human to Human) with Bryan and his super smart co-host Suzi McCarthy. The conversation was both…

Will You Be A Part of Change Or A Victim Of It? An Interview with @TheYoungTurks

Will You Be A Part of Change Or A Victim Of It? An Interview with @TheYoungTurks

Right before everyone left for the Christmas/Holiday break, I flew down to Los Angeles to visit the The Young Turks studio. My good friend Francis Maxwell invited me to sit down with Cenk Uygar, host and co-founder of TYT to talk about the story of X and upcoming trends affecting business and society. While we did talk about those things, we got there via a conversation I don’t usually have, which is the story of (me) and how I got to where I am today. Perhaps…

Experience as a Competitive Advantage

Experience as a Competitive Advantage

There’s this wonderful magazine, yes a print magazine, in France called INfluencia. While it’s also equally lovely online, I thoroughly enjoy the intricate design work that goes into each page. When INfluencia reached out to talk about X and the future of experience design, I jumped at the chance. If you speak French, it’s online here. Below is the translated version if you prefer English. INFluencia: Les start-up, l’avenir de l’expérience client ? When I read the pitch of the…

Tracking Our Next Digital Steps

Tracking Our Next Digital Steps

It’s been a bit of a whirlwind since the launch of X. In the last two weeks, I’ve hosted conversations about the promise of experience design in London, Düsseldorf, Oslo, Sydney and Geelong. Somewhere along the Atlantic, I was asked to answer a few questions ahead of my arrival in Geelong for the Pivot Summit by Courtney Crane of the Geelong Advertiser. Thanks to the magic (or curse) of inflight wifi, I was able to make her deadline. But it…

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