Studying the impact of innovation on business and society

Tag: customer experience

The Future of Customer Engagement Starts with an Upgrade in Human Perspective

The Future of Customer Engagement Starts with an Upgrade in Human Perspective

        Have you ever met someone with whom you instantly connect? Someone so welcoming yet wise and humble but so special that you become instantly inseparable…that they make you better and maybe you help them become better too? That’s my very special relationship with Paul Greenberg. Over the last few years, Paul’s set out to release his latest masterpiece, “The Commonwealth of Self-Interest.” He invited some of his closest friends to contribute including Bruce Temkin, Ray Wang,…

Brian Solis Quoted in a Blurb About Distraction and Creativity on Loyalty360 Reads

Brian Solis Quoted in a Blurb About Distraction and Creativity on Loyalty360 Reads

Solis is quoted in a blurb at the end of a news summary for June 12, 2019 on the Loyalty 360 Reads page of Loyalty 360, the association for customer loyalty. In a brief section titled “Your Phone, Distraction and Creativity,” there is mention of a new article in Harvard Business Review that highlights an interesting new challenge the business community faces today. The piece reads: “Phones are distracting millennials and Gen Z-ers (that shouldn’t be a surprise), which is…

BRIAN SOLIS DISCUSSES CUSTOMER EXPERIENCE IN THE AGE OF DISTRACTION ON THE TECH UNKNOWN PODCAST

BRIAN SOLIS DISCUSSES CUSTOMER EXPERIENCE IN THE AGE OF DISTRACTION ON THE TECH UNKNOWN PODCAST

On Episode 3 of the Tech Unknown Podcast, Solis offered insights about enhancing customer experience in this challenging digital age in an interview with host Tamara McCleary, CEO of media analytics and consulting agency Thulium. In the discussion, Solis explained: 1) How to create more meaningful customer experiences; 2) How businesses can more effectively use data to promote customer engagement; and 3) How digital distraction affects employees, customer and business leaders McCleary posts several key quotes from Solis before the…

Voices of Customer Experience: Designing the Future of CX Through a Futurist’s Lens

Voices of Customer Experience: Designing the Future of CX Through a Futurist’s Lens

I was recently browsing Twitter, when a tweet by Dennis Wakabayashi caught my attention. It referenced “some of the most important CX voices” and included a shoutout to Mary Drumond, CMO of Worthix, and host of the “Voices of CX Podcast.” Dennis took that moment to “personally recognize and celebrate the amount of hard work Mary is doing every day to shape the industry.” Agreed. Dennis also recognized some of the leading voices that have been featured on Mary’s show…

Solis Named One Of The Most Important CX Voices As Of May 2019

Solis Named One Of The Most Important CX Voices As Of May 2019

In an article paying respect to the Voices of CX podcast and its host, Worthix Chief Marketing Officer Mary Drumond, Solis – tapped as a guest on episode one of season two for his insight and influence in the customer experience field – is named one of the most important CX voices as of May 2019. The article’s writer, Dennis Wakabayashi, lists five CXers he’s heard on Drumond’s podcast that “you too may want to learn more about.” He writes…

MyCustomer.com podcast with Brian Solis: How to deliver CX in the age of digital distraction

MyCustomer.com podcast with Brian Solis: How to deliver CX in the age of digital distraction

Chris Ward, editor of MyCustomer.com, the leading destination for guidance on engaging and serving customers across their entire journey, talks to Brian Solis about: – The negative effect digital distractions are having on society – The role businesses play in creating experiences that are designed to distract – Some of the positive changes both business and human beings can put in place to avoid the curse of digital distraction. Listen to the podcast here: https://www.mycustomer.com/content/brian-solis-how-to-deliver-cx-in-the-age-of-digital-distraction  

The Deep Work of CX and Digital Transformation

The Deep Work of CX and Digital Transformation

On 16 April 2019, I was invited by my dear friend Ross Quintana to join the popular, weekly Adobe series “#AdobeChat.” I have to say that it was one of the fastest hours I’d experienced in a long time. In this conversation, we, along with countless forward-thinking executives, discussed “The Deep Work of CX and Digital Transformation.” Of course, I peppered in a bit about Lifescale and how it affects employees and customers. Below, I’ve collected Adobe’s questions along with…

Smartphones and Voice-Assisted Devices Create Opportunities for Modern Customer Experiences

Smartphones and Voice-Assisted Devices Create Opportunities for Modern Customer Experiences

Anyone who uses a smartphone can attest to the incredible power of real-time, in-the-moment discovery that leads to decisions and outcomes. But, now in an age of voice-assisted devices, we are further empowered to command information or purchase on-demand. “OK Google, Alexa, Hey Siri, what are the best bluetooth headphones for me?” Or, “Please reorder groceries from last week for delivery tomorrow afternoon.” Like mobile shopping, voice-assisted behavior is also becoming second-nature. Brands must now reimagine the customer journey and…

The Marketing Centre – The Marketing Centre book club: Essential summer reading

The Marketing Centre – The Marketing Centre book club: Essential summer reading

Digital analyst, sociologist and futurist Brian Solis scans the horizon to see what’s next for businesses. Solis doesn’t just explore trends and theories, but offers his vision as to how you can get ahead in uncertain times.

Why Jason chose this book: “Though this was written in 2013 I still think it’s very relevant today. It talks about the ‘dynamic customer journey’, and how every consumer touchpoint on that journey adds or subtracts from the overall customer experience.

“Given that context, it strongly recommends that as a business you need to ‘innovate or die’ with clear priorities on what to address. Solis has written three other books on innovation and consumer trends. ‘What’s the future of business’ is his second one, and he has written two more subsequently expanding on his work. So depending on your knowledge on the subject area, you could start at a different point in Solis’ bibliography.”

.Me – Digital Marketing Lessons I Learned at Spark.me Conference

.Me – Digital Marketing Lessons I Learned at Spark.me Conference

“Behind every screen, expression, and impression stands a human being… Not a consumer.” – Brian Solis
Brian Solis, one of the world’s most renowned marketing experts, analysts, and writers, made us all remember that brand, before anything else, means experience. It sounds confusing at first, but it’s actually quite logical. Brands use experience as a way of bringing life into the things we care about.

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