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…
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….
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
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
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
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
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
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
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
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,…
