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…
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
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
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…
Build Brand Awareness and Relevance Through Mobile-First Micro Moments
Since 2020, every organization, all at once, was challenged to digitize customer journeys. From e-commerce to buy online pickup in store (BOPIS) to curbside to deliveries to buy now pay later (BNPL) to micro-fulfillment and everything in-between, digital transformation was no longer a competitive differentiator, it was a necessary business foundation just to compete on par with everyone else. But as digital-first buying behaviors became the new norm, customers quickly realized that “digital” itself isn’t a magic wand to deliver…
How do we make customer-centricity more than a tagline?
Business as a construct needs a reset! And our current disruption is that moment. In this special Salesforce Executive Conversation, VP and global innovation evangelist Brian Solis and Leandro Perez, Vice President of Marketing for Salesforce Asia Pacific, explain the new mindset required for true customer-centricity, and how humanizing technology can put the magic back into customer service. Everything is different from the way we used to work yesterday. When we innovate by creating new value, using service to get…
MARK UP: Darwinismo digitale: come la pandemia sta impattando sul ‘Retail reset’ – Digital Darwinism: how the pandemic is impacting the ‘retail reset’
via Giovanna Chiara Italiano, MARK UP Writing for MARK UP in Italy, Giovanna explores the “Great Reset” and its impact on the future of retail. She references Brian Solis and his work studying “Digital Darwinism.” The article is in Italian, but is also available in translated form here. Il Retail e le sue supply chain possono resistere agli scossoni pandemici investendo sulla customer experience, che è diventata il vero carburante che alimenta e genera il cambiamento Lo scorso World Economic Forum…
Data-Driven Empathy Helps Businesses Develop a Human-Centered Approach to Digital Transformation and Innovation
While onsite in New York, I was interviewed by the Netbase Quid team to share highlights from my presentation on data-driven empathy. Every technology revolution moves people in new directions. Human-centered insights, data-driven empathy, create meaning, relevance, and helps identify opportunities for new value creation to close the relationship gaps between businesses and customers.🤍
