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
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
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
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…
In a Digital-First World, Ignite Moments Reimagine Omnichannel Journeys from Customer’s Experience
Try a simple exercise the next time you plan your CX, marketing, service, and commerce strategies. Add an apostrophe “s” to make customer experience possessive. It’s really about the “customer’s” experience that counts for everything. And as a result, that perspective will change the way you design your omnichannel strategy and your customer’s journey at the edge. It will center how you design touchpoints, engagement, and shape experiences from a position of empathy. I call this designing for #Ignitemoments. I…
Reimagining the future of marketing and why CMOs will drive business growth in the future
COVID-19 overturned lives and livelihoods across the globe, forcing people to find new ways of working, shopping, and playing. Homebound consumers abandoned deep-seated shopping habits overnight, going online in droves and compressing a decade’s worth of digital adoption into months. Although businesses responded quickly to a flood of new online customers, they faced unprecedented disruption, with a staggering 75 percent of consumers trying new brands, products, and channels. These seismic shifts are transforming the role of marketers and marketing, and…
What’s Standing Between Your Business Transformation Strategy and the Experiences Customers are Seeking
Originally published on the Salesforce “360 blog“ Customers care about end-to-end experiences, not how your company is organized. Business leaders are quick to say that a connected customer experience is a major business priority. But the truth is that they are struggling to do it well. New data captures the gap between business and digital transformation and the integrated experiences customers desire. Countless growing departments, new services abound, and the truth remains: Customers have to see you as one company….
Is the Future of Business Growth Tied to a New Generation of 360 Experience Marketers?
Executives across the globe are prioritizing investments and capabilities that help accelerate business growth. According to McKinsey research, 78 percent of CEOs are now banking on marketing leaders to drive growth. We aren’t talking about your everyday CMO, however. To drive business growth requires a new breed of 360 CMOs and marketers, those who take a holistic, data-driven, 360 approach to customer experience transformation and innovation. McKinsey’s research uncovered three elements, a “growth triple play” of creativity, analytics, and purpose, that delivers…
McKinsey – The Growth Triple Play: Creativity, Analytics and Purpose
Brian Solis joined McKinsey at Cannes Lions, the International Festival of Creativity, to debut research that explores the high performing organizations that prioritize the “growth triple play” of creativity, analytics, and purpose. The presentation is here (registration required). Key Findings: Only 7 percent of companies are delivering on the growth triple play by unifying creativity, analytics, and purpose. They are driving average revenue growth of 2.3 times versus peers from 2018–19 (which increased to 2.7 times versus peers from 2019–20)….
