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!…
What’s the Future of Business: 20 Updated WTF Lessons for a Hybrid World
After all of this time, I’m not sure how I missed this. My friend Juan Carlos Giraldo published a compilation of 20 highlights after re-reading, What’s the Future of Business (WTF): Changing the Way Businesses Create Experiences. In the last few weeks, I’ve been hearing about digital and business leaders revisiting WTF or those coming across it for the very first time. It all makes me smile! Here’s a fun fact, WTF wasn’t on my roadmap of books to write….
Doing CX Right: AI and the Human Element – How to Strike a Balance in the Workplace
Looking to gain insight into the world of AI technology, innovation, and digital transformation? Then you’ve come to the right place. On this episode, you’ll learn actionable tips from Stacy Sherman and Brian Solis, world-renowned digital anthropologist, futurist, 8x best-selling author, speaker, and VP of Global Innovation at Salesforce. They share tactics for leveraging AI and related tech without losing the human element. And how to build better relationships, experiences, and business models, emphasizing the importance of companies adopting a customer-centric approach to…
Designing the Brand Experience: From First Exposure To Advocate To Relationship
I’d like to share a cool experience with you… I was recently traveling from Denver to Florida. During my layover, I noticed a reference to “X: The Experience When Business Meets Design” pop up. I clicked through and listened to a brilliant conversation between Alan Hart and Nick Horan, Global Brand Experience Lead for Vanish at Reckitt. I listened, and found myself nodding along, with a lovely sense of familiarity, on his approach to total brand, product, customer, and user experience…
Retail Therapy: At the forefront of digital transformation and customer experience with Paul Zahra, CEO of ARA
In this episode of Retail Therapy, we have the pleasure of hosting Brian Solis. Brian is a leading digital anthropologist and futurist, known for his expertise in digital transformation, customer experience, and innovation. He is currently the Global Innovation Evangelist at Salesforce, where he leverages his vast knowledge to drive thought leadership and research. Join host Paul Zahra, CEO of ARA, to delve into Brian’s unique perspectives on the ever-evolving retail industry. With over 700,000 followers on social media, Brian brings a…
Are Hotels Ready for Generation Novel? How the rise of Generation-Novel or Gen-N could transform the future of guest service
Via David Millili, CEO at LodgIQ, HospitalityNet What defines world-class guest service? Is it personalized offers or a value-driven loyalty program? Is it a timely reply sent back to an unsatisfied guest review? Is it flexible stay options or policies? Is it an engaging social media presence? Guest service can be all of these things… and with the demands accelerated by the pandemic, it has also become so much more. The problem with defining guest service in any singular way…
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…
A Conversation About How Automation and AI Deliver Success Now for Service Teams
Today’s service leaders are struggling to meet growing customer expectations amid a 19% average annual turnover rate and tightening operational budgets. But Salesforce Service Cloud CEO Clara Shih and VP, Global Innovation, Brian Solis see automation and AI as a solution. On this episode they explain how you can drive growth by empowering agents to do more with less, increase efficiencies by streamlining time-intensive processes, and deliver immediate cost savings to organizations across every industry. Watch to find out more!…
Watch: The Future of Experience Design – exploring the need for human-centered experiences
Via Itamar Medeiros Brian Solis explores the need for human-centered experiences and aims to help executives shift mindsets toward the future. While everyone talks about Customer Experience (CX) as the new black, most companies miss the real opportunity to be customer-centric. They don’t actually think about experiences from the perspective of the people they want to reach. Customers are evolving. Business processes and mindsets are not keeping up. As a result, they’re limited in the ability to design experiences that…
Conoce la tendencia Phygital (DiPhy), una nueva experiencia del retail
Source: Perú Retail La experiencia de compra que hoy en día les ofrece a los consumidores ya no es netamente física o digital, pues estos dos formatos ahora van de la mano. El contexto actual pandémico en el que se vive ha generado un cambio en el desenvolvimiento de los mercados y, además, ha producido que se establecieran nuevas tendencias en la comercialización; como el Phygital, un nuevo modelo de negocio que caracteriza al sector retail, el cual une al…
