Studying the impact of innovation on business and society

Tag: customer experience

Brian Solis Discusses Voice Remote and Return on Experience In Interview by theCUBE! On Comcast Innovation Day

Brian Solis Discusses Voice Remote and Return on Experience In Interview by theCUBE! On Comcast Innovation Day

Solis sat down for a 12-minute interview with Jeff Frick of theCUBE at the Comcast Silicon Valley Innovation Center in Sunnyvale, CA. Their chat was centered around “customer experience day,” a gathering of Comcast executives and thought leaders in the customer experience base. Some Solis quotes from the interview: “Today’s conversation has been a spotlight on what’s most important, most important, which is innovation not for the sake of innovation, but innovation for the sake of pushing the customer experience…

Article Awarding Pegasystems Mentions Brian Solis and His PegaWorld Keynote on AI

Article Awarding Pegasystems Mentions Brian Solis and His PegaWorld Keynote on AI

In an extensive article on ZDNet extolling the virtues of software giant Pegasystems and why they were a CRM Watchlist 2019 winner, Paul Greenberg – President of the customer strategy consulting firm The 56 Group, LLC – mentions Solis (an “uber-thought leader”) in reference to his keynote on artificial intelligence (AI) in the enterprise at the recent PegaWorld 2019. In the CX section of a part of the article devoted to Pegasystems’ corporate narrative, Greenberg writes: “To the credit of…

Lifescaling Your Brand: Brian Solis Offers 4 Solutions on CMO

Lifescaling Your Brand: Brian Solis Offers 4 Solutions on CMO

Sharing important research that helped him write his new book Lifescale: How to Live a More Creative, Productive and Happy Life, Brian Solis offers “4 Ways to ‘Lifescale’ Your Brand” in an insightful piece on the CMO platform. The piece is centered around ways to deliver value from the point of view of the customer’s experience. He found a few places to start in order to rise above the noise and make a positive impression on distracted customers. #1 is…

Humanizing CX: Shifting from Customer Experience to the Customer’s Experience

Humanizing CX: Shifting from Customer Experience to the Customer’s Experience

Customer experience is powerful because it consists of two important ingredients, 1) people and 2) emotions. When we talk about CX as a matter of purpose and strategy, this is exactly where the phrases “put customers at the center of our business” and becoming “customer-centric” can and should come to life. But honestly, we don’t really design for people or emotions today. We design for what we think of as customer intent and in turn, invest in touchpoints, conversions, transactions…

Consumers Don’t Want Products And Services, They Want Experiences

Consumers Don’t Want Products And Services, They Want Experiences

    Following my presentation at Adobe Summit, I sat down with CMO.com‘s Giselle Abramovich (also my dear friend) back stage to discuss the importance of experience design and the future of brand in a digital economy. I also got to share the inspiration behind, X: The Experience When Business Meets Design. In this in-depth interview, we also explored my research, work and ideas about how every company should re-imagine brand for an era of digital Darwinism. The questions and answers cover…

The End of Business as Usual Rewire the Way You Work to Succeed in the Consumer Revolution – GetAbstract

The End of Business as Usual Rewire the Way You Work to Succeed in the Consumer Revolution – GetAbstract

For those who don’t have the time to read an entire book, but still need the benefits of doing so, I present to you…GetAbstract. I’m proud to announce that The End of Business as Usual Rewire the Way You Work to Succeed in the Consumer Revolution is now available, along with X, WTF, Engage!, and others! — Before the Internet and social media, consumers who didn’t like a store told a few friends, sent an angry letter or just never…

Brian Solis’ Four-Point “Moments of Truth” Concept And Fresh Consumer Insights Showcased In a MyCustomer Article

Brian Solis’ Four-Point “Moments of Truth” Concept And Fresh Consumer Insights Showcased In a MyCustomer Article

Solis is the sole subject of an article by MyCustomer Editor Chris Ward titled “Brian Solis: How To Identify Your Moments of Truth.” The subtitle reads: “Customer experience guru and Lifescale author Brian Solis shares the moments of truth that businesses should focus on to improve customer experiences and drive advocacy.” The article starts with a reference to Solis’ book What’s the Future of Business?. In that volume, he highlighted the four moments of truth that can help businesses improve…

Brian Solis and An Altimeter Report Referenced In a Futureiot Article On Securing a Converged IoT-IloT Future

Brian Solis and An Altimeter Report Referenced In a Futureiot Article On Securing a Converged IoT-IloT Future

Solis, Altimeter and key statistics are quoted upfront in an article by Allan Tan on Futuriot titled “Securing a converged IoT-IIoT future.” The Altimeter report, 2018-2019 State of Digital Transformation, reveals that business growth remains the primary driver of digital transformation initiatives. But while market pressures like business opportunities (51%) and increased competitive pressure (41%) are high on the agenda of the C-suite, high-profile data breaches and new regulatory standards like GDPR are also providing impetus to transform (38%). Solis…

How Hyundai is Driving CX Innovation by Connecting Customers to Dealerships Via Mobile-First Journeys

How Hyundai is Driving CX Innovation by Connecting Customers to Dealerships Via Mobile-First Journeys

New Hyundai store in Bluewater Shopping CentreToday’s customer is more connected, informed and empowered than ever before. They expect information and services on-demand and they increasingly expect personalized engagement regardless of channel. Customers value modern experiences that are seamless, efficient and assistive across their devices and many times this is the deciding factor of which brand to purchase. For those of us who have recently been in the market for a new car, researching a big decision like that is…

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