I’m not sure how I missed this story, but wow! CNN Türk covered the release of one of my favorite research reports I published as a Principal Analyst, “The Digital Change Agent’s Manifesto.” The research was conducted over years of studying digital transformation at companies including Coca-Cola, NFL, Starbucks, and Visa. The result was a guide to help digital executives find a path to gain support from the C-Suite and lead total transformation. Re-reading the report, the insights serve as…
Liderler için yol haritası – An Interview with FAST COMPANY Turkey About Becoming a Customer Company
I had the pleasure of speaking with M.Rauf Ates, founder of Fast Company Türkiye about research I helped lead with Harvard Business Review Analytical Services. In this conversation, we explore how to become a customer company, beyond the lip service. The research offers 8 steps to give meaning to business, operational, and digital transformation as informed by Ethan Allen, Kellogg’s, Kimberley-Clark, and Pacific Life. Below, I’ve included a translation using Google Translate. If you find errors, please let me know!…
Silicon: Technology Powering Business – Tech Trends in 2023
via Silicon: Technology Powering Business, According to Brian Solis… Some companies are going to batten down the hatches and cut costs. Markets, though, will continue to evolve. Customers will continue to shop, make decisions, learn and exercise new behaviours, and gain new digital competencies. Competitiveness in this market becomes a matter of ‘digital Darwinism.’ To survive and thrive, businesses must adapt to the pace at which technology influences how society and technology evolves. And to do this, businesses need to…
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
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
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
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?
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
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
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…
