I joined Susan Lindner on her popular podcast, “Innovation Storytellers.” The episode is live and I’d love for you to hear it. We explore how to innovate the human experience. And, it’s only 23 minutes…
127: How to Innovate The Human Experience
In this compelling episode of Innovation Storytellers Show, I am joined by Brian Solis, the Head of Global Innovation at ServiceNow. If you’ve ever been fascinated by how technology serves as a catalyst for business transformation, then this episode is a must-listen for you.
What I liked most about our conversation was discussing how we’ll need to hold onto our humanity as we start to use these tools regularly, and, as intended, they start to feel like extensions of our own selves. His last book out in 2019, Lifescale: How to Live a More Creative, Productive and Happy Life, seemed like a prescient primer on how we’ll navigate this new undulation into the future. I hope you’ll listen to this amazing episode and share your comments on how you’re designing the HUMAN/AI relationship at work.
Listen here. 👇
Brian Solis, who has spent over two decades studying digital Darwinism, discusses the evolving role of Executive Briefing Centers and Innovation Centers in the tech industry. These spaces, once merely showrooms for platforms like ServiceNow, have transcended their original purpose. They now serve as critical hubs for business transformation, providing a bespoke experience tailored to the unique needs of visiting executives and prospects. Such spaces facilitate targeted, transformative discussions and foster meaningful partnerships. They guide businesses toward increased agility and resilience in an ever-changing market landscape.
However, the journey isn’t without its hurdles. The episode also delves into the challenges involved, such as the potential for information overload that can overwhelm visitors. It questions whether these centers, despite their high-tech allure, run the risk of becoming mere ‘window dressing’ if not updated regularly to reflect current trends and technologies.
The conversation shifts seamlessly to a critical look at the marketing landscape, emphasizing the importance of empathy and storytelling. Brian shares insightful thoughts on how conventional marketing frameworks like personas and journey maps could potentially limit a business’s ability to genuinely connect with its customers. He introduces the novel concept of employing storytelling techniques, inspired by Pixar’s and Joseph Campbell’s Hero’s Journey, to humanize the customer experience.
Brian challenges listeners to rethink technology’s potential impact on life and work beyond its “wow factor.” He offers an example related to AI, questioning the ethics and long-term impact of replacing human roles like copywriting with machine-generated content. Instead, he proposes an innovative approach—augmenting human capabilities to create new, premium services, thereby creating new avenues for revenue and growth.
This episode provokes thoughtful debates and challenges conventional perspectives. It urges listeners to not only marvel at technology’s capabilities but to question and understand its broader ramifications on society, business, and human well-being.
Brian Solis is the Head of Global Innovation at ServiceNow. He’s also an 8x best-selling author, international keynote speaker, and digital anthropologist. Forbes has called him “one of the more creative and brilliant business minds of our time,” and ZDNet has said that Brian is “one of the 21st century business world’s leading thinkers.”
For over 20 years, Brian has studied Digital Darwinism to understand the impact of disruption on businesses, markets and society. In his work, he humanizes technologies and trends to help leaders gain new perspectives and insights and inspire new ideas to thrive in the future.
Brian’s research explores digital transformation, CX, experience design, innovation, the cognitive enterprise, and “the future of” industries, trends and human behavior.
His insights on the future of technology and business trends have made him a go to resource among executives, media and market experts. He has published over 60 research papers and also actively shares his work in industry-leading publications including Forbes, ZDNet, CIO, eWeek, Fast Company, Adweek, and Singularity University.
As a keynote speaker, Brian has traveled the world to help audiences embrace change, learn what’s coming next and why, and to take a leading role in shaping the future they want to see.
Brian Solis | Author, Keynote Speaker, Futurist
Brian Solis is world-renowned digital analyst, anthropologist and futurist. He is also a sought-after keynote speaker and an 8x best-selling author. In his new book, Lifescale: How to live a more creative, productive and happy life, Brian tackles the struggles of living in a world rife with constant digital distractions. His previous books, X: The Experience When Business Meets Design and What’s the Future of Business explore the future of customer and user experience design and modernizing customer engagement in the four moments of truth.
Invite him to speak at your next event or bring him in to your organization to inspire colleagues, executives and boards of directors.