Studying the impact of innovation on business and society

Digital Transformation

‎Salesforce Commerce Cloud Innovations: Redefining How Brands Approach Their Customer Experience with Salesforce Futurist Brian Solis

‎Salesforce Commerce Cloud Innovations: Redefining How Brands Approach Their Customer Experience with Salesforce Futurist Brian Solis

Brands are in a position where they must exceed customer expectations even if the customer wasn’t expecting it. No brand is safe from the need to stay one step ahead of its customers – just think of Blockbuster and Nokia. In this episode, I have a great conversation with Brian Solis, VP, Global Innovation at Salesforce. Brian is a world-renowned digital anthropologist, futurist, eight times bestselling author, and international keynote speaker. He has consistently been recognized as one of the…

The Brave New World of Digital, Business, and Leadership Transformation and the Part You Play in It All

The Brave New World of Digital, Business, and Leadership Transformation and the Part You Play in It All

I was moved by an inspiring piece about finding hope in a time of disruption and uncertainty. It was written by my friend Andrew Penn, CEO of Telstra. Though it was published this time last year, I found it relevant now. Penn observed that in these times of a great reset, it’s only human to lose hope. It’s true seemingly everywhere. Just looking at Twitter right now, it feels like the special place I once described as a human seismograph has…

The Future of Tech – Predictions and Trends to Watch in 2023 According to Salesforce

The Future of Tech – Predictions and Trends to Watch in 2023 According to Salesforce

Via Salesforce Newsroom The only constant in technology — as in life — is change. In this article, you’ll hear predictions from leaders across Salesforce for how technology will shape the future, including: Technology predictions businesses should keep top of mind in the future The future of sales, service, and marketing What technologies will disrupt industries in the future How businesses will lead with their values in the future Salesforce leaders are on the front lines of the latest trends,…

Customer service teams feel more empowered by automation and artificial intelligence

Customer service teams feel more empowered by automation and artificial intelligence

Via Salesforce Today’s service leaders are struggling to meet growing customer expectations amid a 19% average annual turnover rate and tightening operational budgets. Salesforce Service Cloud CEO Clara Shihand Global Innovation Evangelist Brian Solis see automation and AI as a solution. Why it’s important: Shih and Solis, who recently joined the Blazing Trails Podcast, discussed how service teams feel more empowered by technology, and backed their statements up with data from Salesforce’s latest State of Service report. The Salesforce perspective:…

How do you design your company for a digital first world?

How do you design your company for a digital first world?

My new friend Roy Edwards at Enterprise Times in the UK recently published a story on Salesforce’s, “State of the Connected Customer” report. We spent time discussing the research, which spotlights just how much customers have evolved in the past few years. Key themes include… The Trust-based economy moves to the forefront Digital acceleration sparks personalisation at scale New realities test brand loyalty (loyalty is up for grabs and retention becomes mission critical) Digital-first experiences expand to meet the moment…

Enterprise Times: 15 key statistics from Salesforce’s State of Connected Customer Report

Enterprise Times: 15 key statistics from Salesforce’s State of Connected Customer Report

via Roy Edwards, Enterprise Times Salesforce’s State of Connected Customer Report provides insights from 17,000 consumers and business buyers on the new customer engagement landscape. The Trust-based economy moves to the forefront 88% of customers believe trust becomes more important in times of change. Research from Edelman points to business as a “stabilising force,” while institutions like government and media are eyed with increasing suspicion. Given their inherent opt-in nature, transactions are at risk without a baseline of confidence that…

Digital transformation is more about humans than digital

Digital transformation is more about humans than digital

At Hannover Messe, the CEO and CTO of Siemens, Cedrik Neike and Peter Koerte, explored the roles of culture, human-centered design, and leadership in effective digital transformation. At the beginning of the clip below, Neike and Koerte are presented with a quote from Brian Solis, “digital transformation is more about humans than about digital.” They then share their thoughts about why people have to be at the center of any digital transformation to be successful. In his 2014 report on digital…

LEADERS Magazine: Digital Darwinism – An Interview with Brian Solis

LEADERS Magazine: Digital Darwinism – An Interview with Brian Solis

via LEADERS Magazine – April, May, June 2022 – Volume 45 Number 2 ISSUU digital magazine version | Web version | PDF Digital Darwinism: An Interview with Brian Solis, Global Innovation Evangelist, Salesforce EDITORS’ NOTE Brian Solis is a world-renowned digital anthropologist and futurist who serves as Global Innovation Evangelist at Salesforce. Solis is also an eight-time best-selling author and international keynote speaker. Forbes has called him “one of the more creative and brilliant business minds of our time,” ZDNet said that Solis is “one of the…

The Digital Change Agent’s Manifesto How the People Behind Digital Transformation Lead Change From Within

The Digital Change Agent’s Manifesto How the People Behind Digital Transformation Lead Change From Within

Several years ago, I published research that I believe is actually more meaningful today. In a post-pandemic world where every company is accelerating digital transformation, executives cannot miss the opportunity to transform their business for a new economy. “Leaders must reassess how digital technologies and information can create new customer value. The alternative is to try to succeed in a digital economy with a pre-digital value proposition.” – Jeanne Ross, organizational theorist, principal research scientist at MIT Sloan School of…

Digital transformation: 3 focus areas to prioritize – The Enterprisers Project

Digital transformation: 3 focus areas to prioritize – The Enterprisers Project

via Joe Fizor and Scott Ward, The Enterprisers Project Digital transformation is a business imperative for 2022 and beyond. Consider these three key areas to help ensure a successful strategy. Digital transformation: The term has been around for years but its meaning often remains vague and largely undefined, even for IT decision-makers. As a result, in 2021, an estimated $700 billion in digital transformation spending fell short of delivering the desired results. Common reasons include an overwhelming number of applications…

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