In this episode, we welcome Brian Solis, Head of Global Innovation at ServiceNow, a nine-time best-selling author, keynote speaker, and digital futurist. Starting the conversation, Brian shares the inspiration behind his latest book, “Mindshift”, and emphasizes the importance of empathy and a truly customer-centric mindset.

Through examples from Amazon, Disney, and IKEA, Brian illustrates how organizations can create meaningful and memorable experiences that drive both loyalty and growth.

The conversation also explores the evolving role of AI, shifting from automation and cost savings to augmenting human interactions and delivering personalization. Finally, Brian calls on leaders to embrace innovation, cultivate empathy, and invest in customer experience as a catalyst for transformation and long-term success!

Listen on Apple Podcasts 🎧

[00:31] Guest Introduction

[02:00] The Concept behind “Mindshift”

[04:07] Empathy and Customer-Centric Approach

[13:30] The Role of AI in Customer Experience

[26:34] Developing Leadership Skills for Customer Experience

[31:25] The Future of AI in Customer and Employee Experience

Resources:

Connect with Brian:

Website: briansolis.com/

LinkedIn: linkedin.com/in/briansolis

Mentioned in the episode:

Mindshift: Transform Leadership, Drive Innovation, and Reshape the Future: amazon.com/Mindshift-Embracing-Unlimited-Possibilities-Visionary

Blueprint for Customer Obsession: amazon.com/Blueprint-Customer-Obsession-Marbue-Brown