Studying the impact of innovation on business and society

Experience

The importance of retail experience design; Designing a valuable retail experience

The importance of retail experience design; Designing a valuable retail experience

via Lauren Mathews, LEAP Author Lauren Mathews explores the importance of total experience innovation in a hybrid world. Solis’ book, X: The Experience When Business Meets Design, couldn’t be more timely. In her article, she writes… 90% of purchases are researched online before being made in-store. Customers expect a memorable experience when shopping in stores. A retail store experience brings a brand’s story and values to life. But retailers can’t rely on Instagrammable moments and digital screens alone to make their stores…

Seth Godin and Brian Solis Discuss How to Make Your Brand More Trustworthy

Seth Godin and Brian Solis Discuss How to Make Your Brand More Trustworthy

by Ari Bendersky for Salesforce 360 A key to building more trust with customers? Be more human. Marketing guru Seth Godin and Salesforce vice president and global innovation evangelist Brian Solis offer their take on how to build customer trust. For many companies, being seen as trustworthy by customers is an ultimate goal. But what does it really mean to have trust and build trust with customers? In a recent conversation on the Blazing Trails podcast, marketing guru Seth Godin and…

The Magic of Stories: How to be an Amazing Storyteller When Everyone is a Storyteller

The Magic of Stories: How to be an Amazing Storyteller When Everyone is a Storyteller

“There are over half a million Linkedln members with storytelling listed in their profile.” Once upon a time, I collaborated with LinkedIn and GapingVoid Culture Design Studio to explore the art and science of storytelling and inspire marketers to reimagine how they connect with their audiences. That partnership led to an interview, shared below, an ebook, “Once Upon a Digital Time“, and a video conversation, “Can Storytelling Save Marketing?” (video at the end of the post). Please follow this post…

What is the Metaverse?  Defining the Metaverse as it Evolves

What is the Metaverse? Defining the Metaverse as it Evolves

Even though the term is inextricably linked with web3, the popular virtual worlds often referenced today are closer to web2 in operation and business models than they are to a decentralized platform. Roblox, Fortnite, World of Warcraft, Meta (formerly Facebook) Horizon Worlds, Second Life, Decentraland, are all in their own way example of an evolving metaverse. The original term was coined by Neal Stephenson in his 1992 science fiction novel, “Snow Crash.” In it, he envisioned a place where humans,…

Zoom’s Work Transformation Summit: Humanizing the Customer Experience

Zoom’s Work Transformation Summit: Humanizing the Customer Experience

Zoom is part of our everyday life now, creating new windows into work, entertainment, education, and augmenting how we communicate with one another and how we experience events and engagements…together. I was honored to join Zoom’s Work Transformation Summit and have the opportunity to share the virtual stage with Chief Product Officer Oded Gal. The event explored “how to deliver impactful customer experiences” in  hybrid world, one where virtual interactions are the new normal and digital- and mobile-first behaviors open…

The Future of Patient Experience & Innovative Experience Design in Healthcare: Visionary Keynote at HIMS22

The Future of Patient Experience & Innovative Experience Design in Healthcare: Visionary Keynote at HIMS22

Brian Solis recently delivered his keynote presentation at HIMSS22, “Visionary Keynote: The Future of Patient Experience & Innovative Experience Design in Healthcare.” Following the event, Teta Alim writing for HealthTech, summarized a series of keynotes focused on healthcare innovation. Her story included a summary of Brian’s presentation, too! HIMSS22: Lessons to Reimagine Healthcare as Interconnected and Innovative Experts at HIMSS22 share key insights on interoperability, the patient experience and provider perspectives on the future of care. The annual HIMSS conference…

Upgrading the Airport Experience for Travelers – Airport Experience Conference

Upgrading the Airport Experience for Travelers – Airport Experience Conference

Via Shafer Ross, Airport Experience News Brian Solis keynoted the Airport Experience Conference in Orlando, Florida. Following is a summary of his presentation, “Digital Disruption And The Post-Pandemic Consumer.” Following his presentation, Brian also signed copies of his best-selling book, “X: The Experience When Business Meets Design.” AXC Keynote Solis Suggests Brands Redesign the Airport Experience Special Coverage: 2022 AX Conference Brian Solis is a digital analyst and anthropologist and Global Innovation Evangelist at Salesforce who took the stage at…

Designing the Customer’s Experience – Live at The CMO Club Summit

Designing the Customer’s Experience – Live at The CMO Club Summit

By Jessica Denny, The CMO Club Brian Solis, Digital Anthropologist and Global Innovation Evangelist for Salesforce believes the pandemic fundamentally changed us all, calling it an epochal moment. During the 2021 CMO Club Innovation and Inspiration Summit, Brian shared how people are spending more time in the digital world than ever, but at the same time, they have stronger preferences about what they want from brands. Customers want more than a transactional experience: they want to feel like brands are aligned with their…

Customers are the Ultimate Influencers; The Value of a Shared Experiences and How To Measure Them

Customers are the Ultimate Influencers; The Value of a Shared Experiences and How To Measure Them

After releasing, What’s the Future of Business: Changing the Way Businesses Create Experiences, I also published a secret “bonus” chapter for those who finished the book and found the Easter egg at the end. Now, I’m making the bonus chapter available for everyone. Why? Because the four moments of truth explored in WTF not only define the modern customer journey, the link between the Zero Moment of  Truth (ZMOT) and what I call the Ultimate Moment of Truth (UMOT) is…

Build Brand Awareness and Relevance Through Mobile-First Micro Moments

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…

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