Studying the impact of innovation on business and society

The Much Overdue Rise of Experience and Service Innovation

The number of fantastic experiences we have with businesses in moments of truth, usually in time of need and help, are so isolated, that we tend to remember and talk about them over and over again. Most of the time, when we need support, the cumulative experience is nothing short of abysmal. In most cases, we have to schedule time and work up the nerve to contact the companies we give money to just to gain some level of already expected inferior support.

Yet, every day, we use apps, services and products that are changing the game when it comes to modern experiences. They are quickly becoming the new standard.

In the attempts of hitting the elusive inbox zero, I unearthed an email with links to some really great interviews. I can’t believe that I missed them (well, yes I can). The conversations were recorded at SXSW in Austin, TX and feature two very smart, innovative and inspiring leaders…Chris Satchell and Ragy Thomas. At the time, Satchell was heading innovation at Comcast and Thomas is Founder and CEO of Sprinklr. Their insights should inspire every company, regardless of size or industry.

Brian Solis, Author, Keynote Speaker, Futurist

Brian Solis is principal analyst and futurist at Altimeter, the digital analyst group at Prophet, Brian is a world renowned keynote speakerand 8x best-selling author. In his new book, Lifescale: How to live a more creative, productive and happy life, Brian tackles the struggles of living in a world rife with constant digital distractions. His model for “Lifescaling” helps readers overcome the unforeseen consequences of living a digital life to break away from diversions, focus on what’s important, spark newfound creativity and unlock new possibilities. His previous book, X: The Experience When Business Meets Design, explores the future of brand and customer engagement through experience design.

Please, invite him to speak at your next event or bring him in to your organization to inspire colleagues, executives and boards of directors.

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