Studying the impact of innovation on business and society

Tag: customer experience

Generation novel: How to engage the new post-pandemic customer

Generation novel: How to engage the new post-pandemic customer

Following his keynote at ClickZ Experience, Brian Solis sat down with Elizabeth Roscoe to talk about Generation-Novel, the cross-generation psychographics segment of post-pandemic customers. The original interview is posted at ClickZ. Summary Customer needs have changed as a result of the pandemic and so must the ways of marketing to them Digital empathy is key to informing marketing decisions Read on for valuable insight from digital pioneer and best-selling author Brian Solis very brand has a style guide and every…

Healthcare Transformers: A Two-Part Series Defining the Future of Patient Experience by Brian Solis

Healthcare Transformers: A Two-Part Series Defining the Future of Patient Experience by Brian Solis

What’s the future of patient experience? What’s the future of caregiver experience? Brian Solis penned an innovative two-part series for HealthcareTransformers that addresses the answers to these questions and more. Solis also explores the potential of digital, physical, and hybrid experience design in a digital-first world with mobile and Web 3.0 transforming patient expectations. The ideas and lessons go beyond healthcare and affect customer experience innovation in industries including retail, travel and hospitality, automotive, and any customer-facing industry. Part 1:…

Special Report: A Blueprint for Becoming a Customer-Unified Company; Making the Customer’s Experience the Heart of the Enterprise

Special Report: A Blueprint for Becoming a Customer-Unified Company; Making the Customer’s Experience the Heart of the Enterprise

Customer experience is the number one priority as ranked by executives around the world. Even though most may say they’re already “customer-centric,” the reality is that only 15% say they have both a single (360-degree) view of customer data and the organizational structure to make use of those insights.  At Salesforce, I recently had the opportunity to work with Harvard Business Review Analytic Services (HBRAS) on a survey of 1,100 executives around the world exploring how to meet the future…

Digital Experience Is Your Brand’s Superpower

Digital Experience Is Your Brand’s Superpower

A special video/audio conversation recorded for the Invoca Summit that explores how #DX will shape #CX. Description: A conversation between Kenneth Kinney, host of “A Shark’s Perspective” and Brian Solis, the Global Innovation Evangelist at Salesforce; a world-renowned keynote speaker often referred to as one of the greatest digital analysts of our time; and an award winning author of eight best-selling books including “Lifescale: How to Live a More Creative, Productive, and Happy Life”. Video version here.

The Future Of Marketing Starts Now

The Future Of Marketing Starts Now

A summary of Brian Solis’ keynote presentation at the recent Martechvibe Fest event in South Africa by Suparna Dutt DCunha People keep saying it: everything has changed. As the days spent in our homes blur together, outside in the world of marketing, huge shifts in consciousness are happening. The pandemic is teaching marketers not just to be digital, but to use it to bring new experiences that are more intuitive, productive, efficient and exciting for customers, and also be empathetic,…

Shifting from Customer Experience to the Customer’s Experience: The Role of Marketing Post-Pandemic

Shifting from Customer Experience to the Customer’s Experience: The Role of Marketing Post-Pandemic

Salesforce Global Innovation Evangelist, 8x Best-Selling Author, and World-Renowned Keynote Speaker Brian Solis will host a special virtual event for the CMO Club, “Shifting from Customer Experience to the Customer’s Experience: The Role of Marketing Post-Pandemic.” July 27, 2021, 1 p.m. ET Members, please RSVP here. Not a member but interested in attending? Request to register here! About this event The pandemic didn’t just accelerate digital transformation. It completely disrupted customer behaviors. It fundamentally reset customer expectations. It drove a profound…

Growing your business in today’s all-digital, work-from-anywhere world

Growing your business in today’s all-digital, work-from-anywhere world

I’ve been spending quite a bit of time with the Salesforce Canada team. Recently, I had a chance to present at the #PathToGrowth LIVE series along with a stellar cast: Joe Mimran, Founder, Club Monaco & Joe Fresh Jaldeep Pandya, Sr. Manager Business Transformation, Honda Canada Zahra Al-Harazi, Purpose-Driven Leadership Expert & Entrepreneur, Skillit Amber Mac, President, AmberMac Media Inc. Our theme was not only growth, but also innovation in customer experience and employee empowerment. The world has changed and…

The Future of Brand is Shaped by the Experiences Customers and Employees Have and Share

The Future of Brand is Shaped by the Experiences Customers and Employees Have and Share

Have you ever read a review of a restaurant before making reservations? Have you ever read a review of product before making a purchase? Have you ever read a review of a company before deciding to take a job? Have you ever watched Youtube videos or asked your network aka hive mind for input regarding any of the above. Of course you have. You’re a normal personal living in an incredibly connected world where information, maybe too much of it,…

X: The Experience When Business Meets Design – GetAbstract Summary

X: The Experience When Business Meets Design – GetAbstract Summary

Digital customer experience has never been more important. The pandemic accelerated e-commerce, AI and automation, and digital transformation by 10 years. What most businesses still aren’t prepared for however, is how to think beyond digital tools and platforms to design intuitive digital experiences that inspire human engagement in every touch point across the CX journey. That’s what X: The Experience When Business Meets Design set out to do. It was designed to help “imagineers” image a unified customer journey that…

Experience Innovation: Evolving from Customer Experience to the Customer’s Experience

Experience Innovation: Evolving from Customer Experience to the Customer’s Experience

In 2017, I spent time with jrni to discuss the rising opportunity of true CX…not digital…not analog…just real world CX based on how everyday connected people were making decisions in their journey. I never shared the article. But, it’s time that I do. It’s more important now, I believe, than it was then. CX, customers experience, neigh, the customer’s experience is everything now…because it’s theirs. It’s an opportunity to deliver an experience that becomes an unforgettable, incredible memory. A memory…

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