Studying the impact of innovation on business and society

Experience

How Digital Disruption is Changing Customer Experience

How Digital Disruption is Changing Customer Experience

Oracle invited me to present at its Modern Customer Experience event in London. That was one of the most memorable speaking experiences I’ve had to date. Have you ever been to a silent disco aka silent rave aka silent DJ party? If not, the premise is that it’s loud and quiet at the same time. Essentially, people dance to music via wireless headphones. Rather than using a speaker system, music is broadcast through a common signal being picked up by wireless…

WTF: What’s The Future of Travel and Hospitality?

WTF: What’s The Future of Travel and Hospitality?

We live in an era of digital Darwinism as technology and its impact on consumers continue to rapidly evolve. The question is, where do we fall in the evolution and how does this transformation impact consumer travel and the travel industry? I was invited to share my research and ideas about the future at World Travel Market London. I also presented on travel’s progression toward an “experience economy” and the need to shift from destination to experiential products/services. In order to…

Adapt or die: How the travel industry can survive in the era of digital Darwinism

Adapt or die: How the travel industry can survive in the era of digital Darwinism

Why bridging the gap between current guest experience and their expectations holds the key to the travel industry’s success. We live in an era of digital Darwinism, where technology and society are evolving faster than most businesses can keep up. In every industry, customers are changing and as a result, disrupting markets and businesses in the process. They’re becoming more connected, informed, demanding, impatient, elusive and self-centered. As customer behaviours evolve, they disrupt markets and businesses that emphasise scaling and…

Great Customer Experiences an Upgrade to Executive and Management Mindsets

Great Customer Experiences an Upgrade to Executive and Management Mindsets

It’s a new year and not necessarily another step forward. This isn’t the first time I’ve used this profound picture by Banksy as inspired by Meek. It always inspires me to spread my wings as a change agent. In my research, I find time and time again that digital transformation and corporate innovation is spurred by customer experience. The reality is that customers, as a result of their relationship with technology and the resulting digital transformation of their personal and professional…

What does the future of CX look like? Here are some of the most promising predictions

What does the future of CX look like? Here are some of the most promising predictions

What does the future of CX look like? That was the question asked by CMO.com shortly before the new year. The result is an impressive list of predictions offered by some of the brightest minds working to make the future of CX a reality today. This is What the “CX of the Future” Looks Like The entire list is worth your time and study. Here are some of my favorites: “The CX of the future will be a combination of ultra-convenient…

The Purpose of Brand and CX in the Era of Human Experience

The Purpose of Brand and CX in the Era of Human Experience

It’s time to design experiences you want people to have, remember and share. Customer experience is the new marketing and customer experiences (what they have, feel and share) become the new “BX” (brand experience). More importantly, CX becomes a way of doing business that permeates and reshapes every facet of how and why companies operate. It’s about purpose, vision and meaningful engagement…not corporate mission and vision statements, taglines and creative campaigns. Image courtesy of RantandRave. About Brian Brian Solis is…

The Future of Experience Design

The Future of Experience Design

It’s amazing to me how many companies still don’t “see” the customer when it comes to customer experience. 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 matter to an…

Customer Experience is Defined by the Experience Customer’s Have, Remember and Share

Customer Experience is Defined by the Experience Customer’s Have, Remember and Share

The funny thing about customer experience is that, for all of its good intentions, it is a bit ironic. Many businesses talk about the importance of customer experience (CX). At the same time, many are prioritizing investments in new technologies and touchpoints to improve engagement. But, when asked about their understanding of modern customer behaviors, expectations, preferences and which experiences in their life they love and don’t love…you get crickets. All too often, customer experience doesn’t really start with the…

The Future of Brand, Tech and Business is Experience

The Future of Brand, Tech and Business is Experience

If you’ve never attended the Next Conference in Germany, plan for the next event. It combines elements of SXSW in a festival, city-wide format where people, technology, music and art converge into an experience that’s anything but a conference. I’ve had the privilege of presenting at Next over the years. In 2016, I was invited once again (I think for the third time) and I jumped at the chance. Well, actually, I flew to Hamburg, but you know what I…

The CX Imperative and The Role You Play in Making Business Personal

The CX Imperative and The Role You Play in Making Business Personal

i Every now and then, I am asked to write the foreword for a great book. And, every now and then, I say yes. The deal is always the same. Once the book is released, I ask that I’m able to publish the foreword in full to share with you here. My friends Lars Birkholm Petersen, Ron Person and Christopher Nash wrote a book, Connect: How to use data and experience marketing to create lifetime customers. As they describe, marketing is…

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