Studying the impact of innovation on business and society

Tag: customer+service

Giving CX Purpose: Shifting from Customer Experience to the Customer’s Experience

Giving CX Purpose: Shifting from Customer Experience to the Customer’s Experience

Customer experience is the new battleground for brands. How company’s deliver CX is either a competitive advantage or disadvantage. But, CX is so much more than how we think and talk about it, how we plan for and imagine its future, and how we invest in and support it. Perhaps it’s in how we frame it. We tend to observe it as mission critical, but we organize around it through distributed strategies across the organization. We enable disparate versions of…

Google’s Meena Chatbot Could Humanize Conversational AI, But Are Enterprises Ready to Invest in More Intuitive Digital Customer Experiences

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…

TechTarget Asks Brian Solis About Google’s Meena AI Chatbot and Its Role in CX Innovation

TechTarget Asks Brian Solis About Google’s Meena AI Chatbot and Its Role in CX Innovation

TechTarget’s Don Fluckinger rounded up industry experts to explore Google Meena’s next-generation conversational AI. He always brings together a great group for a productive and thoughtful conversation. Leading digital analyst Brian Solis believes that Meena represents a potentially significant leap forward in conversational AI. Today, chatbots are largely used in rule-based engagements, sitting on top of structured data to perform a set of limited operations. They connect customers to common information or facilitate everyday transactions. In the more effective cases, AI is…

CBT Automotive Network Features Brian Solis in An Article on The Auto Industry and the “On-Demand Society”

CBT Automotive Network Features Brian Solis in An Article on The Auto Industry and the “On-Demand Society”

Solis is prominently mentioned in an article on the CBT Automotive Network by Glenn Pasch entitled, “Is the automotive industry forgetting how to connect?” The author begins his piece by mentioning pundits who are talking about the new face of business – technology, connectivity, speed and customization. He then writes, “I was listening to a podcast from Brian Solis and he mentioned the term ‘On-Demand Society’ while discussing Uber and its effect on not just business, but the economy in…

The Much Overdue Rise of Experience and Service Innovation

The Much Overdue Rise of Experience and Service Innovation

The number of fantastic experiences we have with businesses in moments of truth, usually in time of need and help, are so isolated, that we tend to remember and talk about them over and over again. Most of the time, when we need support, the cumulative experience is nothing short of abysmal. In most cases, we have to schedule time and work up the nerve to contact the companies we give money to just to gain some level of already expected…

Brian Solis Shares How Innovation Can Transform Your Brand With Retail Touchpoints

Brian Solis Shares How Innovation Can Transform Your Brand With Retail Touchpoints

In an interview with Alicia Esposito of Retail Touchpoints that appeared on the Salesforce blog, Solis focused on transforming your brand in commerce, marketing, customer service and even holiday readiness. First, he discusses the “experience economy,” a phrase coined by Joe Pine and James Gilmore in their book The Experience Economy. Solis said, “Today, your brand is defined by the experiences people have and share, which is completely different than in the past. If people are going to have an…

For Decades, Technology Scaled Businesses Away from People; It’s Time To Bring Customers Closer

For Decades, Technology Scaled Businesses Away from People; It’s Time To Bring Customers Closer

For decades, businesses used technology to distance themselves from customers. Systems and processes helped companes automate, grow and scale transactions and service. Moving forward, we have to explore technology and service innovation to deliver against the experiences customers value versus building updated solutions on top of existing paradigms. Innovation is all the work you do to conform to expectations and aspirations of people as they evolve instead of making them conform to your legacy perspectives, assumptions, processes and metrics of…

How to Transform Digital Customer Experiences for the Connected Customer

How to Transform Digital Customer Experiences for the Connected Customer

Digital transformation is only becoming more prominent in driving business modernization. Yet today, it is rarely designed, led and managed as one, sweeping, coordinated effort across the enterprise. Eventually companies get there as outlined in “The 6 Stages of Digital Transformation.” But, most of the time it starts disparately in pockets across the organization. Many business units learn and progress independently before regrouping with the rest of the organization to then move in unison and with purpose. This is why the…

How to Know if You Care About Your Customers Enough

How to Know if You Care About Your Customers Enough

Guest post by Jay Baer (@jaybaer), author of the new book, Hug Your Haters: How to Embrace Complaints and Keep Your Customers, Let‘s face it: choosing whether or not you hug your haters isn‘t about you knowing how to do so, it‘s about whether doing so aligns with the values of your business. The great paradox Every company says that customer satisfaction is their most important objective, yet their actions demonstrate otherwise. It‘s a paradox, but I find companies that…

1 2 3 6
Join Our Mailing List

You have Successfully Subscribed!

Stay Connected
Twitter
  • RT @ServiceCloud: Customer success = customer outcomes + customer experiences. ✅Brands need to grow with their customers, and get them t…
  • RT @AEJMC_PRD: Online teaching, online meetings, social media, etc... this pandemic has forced us to use digital technologies like never be…