I was moved by an inspiring piece about finding hope in a time of disruption and uncertainty. It was written by my friend Andrew Penn, CEO of Telstra. Though it was published this time last year, I found it relevant now. Penn observed that in these times of a great reset, it’s only human to lose hope. It’s true seemingly everywhere. Just looking at Twitter right now, it feels like the special place I once described as a human seismograph has…
The Future of Tech – Predictions and Trends to Watch in 2023 According to Salesforce
Via Salesforce Newsroom The only constant in technology — as in life — is change. In this article, you’ll hear predictions from leaders across Salesforce for how technology will shape the future, including: Technology predictions businesses should keep top of mind in the future The future of sales, service, and marketing What technologies will disrupt industries in the future How businesses will lead with their values in the future Salesforce leaders are on the front lines of the latest trends,…
Are Bots Coming For Your Job? With the Right Leadership, Human-Centered Innovation Will Help You Thrive
Does it feel like robots are coming for your job? That doesn’t necessarily have to be the case. There is one thing that always differentiates us: our humanity. f you’re like most people, you probably think there’s a good chance that artificial intelligence (AI) or automation will significantly impact the global job market. Yet surveys show that most of us think these disruptive technologies are primarily going to affect someone else — someone with a skill set or an educational background that…
Customer service teams feel more empowered by automation and artificial intelligence
Via Salesforce Today’s service leaders are struggling to meet growing customer expectations amid a 19% average annual turnover rate and tightening operational budgets. Salesforce Service Cloud CEO Clara Shihand Global Innovation Evangelist Brian Solis see automation and AI as a solution. Why it’s important: Shih and Solis, who recently joined the Blazing Trails Podcast, discussed how service teams feel more empowered by technology, and backed their statements up with data from Salesforce’s latest State of Service report. The Salesforce perspective:…
Salesforce’s 11 Best Business Podcasts of 2022: How companies to build trust and better connect with customers
via Michael Rivo, Trail Blazers podcast,”Each autumn I have the chance to spotlight the best business podcasts from across the Salesforce network. I love the opportunity to reflect on the past year and revisit the compelling storytelling from my colleagues. Inevitably, I discover new ideas and mindsets, and have a laugh or two. Best of all, I get to share them with you. I hope you find something that speaks to you and carries you into 2023 feeling inspired.” Educate…
How do you design your company for a digital first world?
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…
How to foster creativity and innovation by slowing down, reducing distractions, and single-tasking
My dear friend, Elisa Camahort and author of Roadmap for Revolutionaries, invited me to speak at the 2022 Rise conference organized by PBWC, the Professional BusinessWomen of California. When we explored all the trends converging that affect business professionals heading into the next year, we decided to focus on the core of what will influence everything we do next across the board…ourselves. In the days, months, and now years following our global CTRL-ALT-DEL moment, we have a choice in how…
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…
Welcome to the Novel Economy
On average, it takes 66 days for new behaviors to become second nature. We have forever changed in the days, months, years following the global disruption of 2020. You can throw your business playbooks, operational checklists, and mindsets out the window. This is now a Novel Economy. True to its definition, it’s a time that’s new and unusual. It’s not a new normal or a next normal. While all this is scary for some organizations, it can also be wondrous for…
Making The Business Case For The Metaverse: How Companies Can Create Value In The Next Web
The metaverse represents an evolving version of the next web, creating immersive 3D experiences that evolve traditional 2D websites into a connected series of virtual worlds. Already, consumers and businesses are exploring ways to enhance their everyday activities, deepen connectivity, and unlock more exciting applications. New McKinsey research estimates that the potential economic value of the metaverse could generate up to $5 trillion by 2030. The report, “Value Creation in the Metaverse” also found that 57% of metaverse-aware companies say…
