In a world of distraction, listeners make the best experience and engagement architects. In a mobile-first world, experiences must be reimagined for the small screen. The best experiences will break the fourth wall of digital to deliver real human-to-human engagement. Like software, mobile has eaten the world. But mobile is more than a next-generation platform. Mobile is a powerful unifier. It has evolved into a digital hub for humanity, business and society. It brings us together while connecting us to…
The Humanization Of CX In An Era Of AI
AI is promising the automation of customer engagement to scale intelligent, real-time CX to survive digital Darwinism. The future has two possibilities however. We can automate and scale the standards and capabilities for CX as weâve come to define and shape them over the decades. Or, we can use AI as a mechanism to deliver personalized, on-demand experiences that connected customers are learning to expect from their favorite digital-native apps and services. In this special session at PegaWorld 2019, I…
Google’s Meena Chatbot Could Humanize Conversational AI, But Are Enterprises Ready to Invest in More Intuitive Digital Customer Experiences
TechTarget’s Don Fluckinger is a friend and a highly regarded tech journalist. He recently rounded up dome of the industry’s leading CX and AI experts to explore Google Meena’s next-generation conversational AI. He always brings together a great group for a productive and thoughtful conversation! For context, chatbots today are largely used in rule-based engagements, sitting on top of structured data to perform a set of focused operations. They connect customers to common information or facilitate everyday transactions. In the more effective…
The Role Boards of Directors and Shareholders Should Play in Guiding Business Innovation and Digital Transformation
My friend Raj Singh is the Chair of the Institute of Directors (IoD)Â in the UK. IoD has over 30,000 directors as members serving as board members for listed and unlisted companies. For one of its quarterly breakfast club meetings, I was asked to share my views on the role boards of directors need to play in guiding digital transformation and business innovation. Raj also asked for me to discuss the role of customer experience as a catalyst for change. I…
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 âcustomer experience day,â a gathering of Comcast executives and thought leaders in the customer experience base. Some Solis quotes from the interview: âTodayâs conversation has been a spotlight on whatâs 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
In an extensive article on ZDNet extolling the virtues of software giant Pegasystems and why they were a CRM Watchlist 2019 winner, Paul Greenberg â President of the customer strategy consulting firm The 56 Group, LLC â mentions Solis (an âuber-thought leaderâ) 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 Pegasystemsâ corporate narrative, Greenberg writes: âTo the credit of…
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 â4 Ways to âLifescaleâ Your Brandâ in an insightful piece on the CMO platform. The piece is centered around ways to deliver value from the point of view of the customerâs 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
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
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
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 didnât like a store told a few friends, sent an angry letter or just never…
