In 2019 and early 2020, I worked on plans to launch a new podcast based on the title of my book, What’s the Future of Business (WTF for short). I pre-recorded an entire series and planned on dropping the first season Netflix style. The idea was to surprise everyone with a lineup of shows with amazing guests to binge at will. With LifeSCALE in full swing plus big life changes I was working on at the time, oh yeah, and then…
Customer Service in 2021 and Beyond: Salesforce Study Reveals the Pandemicâs Lasting Impact
Source: Salesforce News & Insights As the serial crises of 2020 redefine customer engagement, customer service leaders are transforming their operations, accelerating digital transformation, and overhauling their workforce management strategies. Thatâs according to Salesforceâs fourth State of Service research report, released today, which provides a snapshot of the priorities, challenges, and trajectories of customer service teams around the world. This edition is based on Salesforceâs largest and most global survey of customer service agents, decision makers, mobile workers, and dispatchers:…
Relevance is in the Eye of the Beholder; The Same is True for Experience
For industries to stay competitive in today’s online economy, they need to use artificial intelligence (AI) to offer personalized recommendations and experiences to survive and win. In a recent Coveo survey of nearly 200 US consumers, respondents reveal how markets are falling short. For e-commerce, 9 out of 10 customers expect their online shopping experience to be better than in store, and half of them already face dissatisfaction. And, 50% of customers say they sometimes or always have a problem when shopping online….
Surviving Digital Darwinism
My episode of ASG Technology‘s podcast with Paul Muller, “Digital: Disrupted,” is now available! Â If you have a moment to 👂, I share why Digital Darwinism is now a massive opportunity for operational+business model innovation and the role of Generation-N (Novel) in the coming “re-emergence.” Â Please listen here.
Designing for Digital-First Customers: Focus on Experience for Breakthrough Innovation – Sound & Communications
NSCA hosted Brian Solis in its 2021 Business & Leadership Conference Virtual (BLCv) as keynote speaker. NSCAâs Business & Leadership Conference is the industryâs most notable platform for executive-level education and discussion. Brian’s topic focused on a “Discussion Of Digital-First Customers Informs NSCA Business & Leadership Conference Attendees.” Following his presentation, Sounds & Communications, a publication reaching the commercial AV technology and application industry, shared a thorough summary of his keynote. Discussion Of Digital-First Customers Informs NSCA Business & Leadership Conference Attendees…
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The Novel Economy, Generation N, and Thriving in a Digital-First Environment: Futurist Brian Solis on Marketing Smarts [Podcast]
What an absolute treat to spend time with my friend Kerry O’Shea Gorgone on the Marketing Smarts [Podcast] for MarketingProfs! — Brian Solis is a digital analyst, anthropologist, and futurist. He’s written several bestselling books, including What’s the Future of Business (WTF), Engage!, and The End of Business as Usual. Brian recently brought his technology expertise to Salesforce as the company’s Global Innovation Evangelist. I invited Brian to Marketing Smarts to talk about the “Novel Economy,” what he calls “Generation…
Technology as an Ally for a More Sustainable World
EspaĂąa! El Pais de mi madre. 🇪🇸🙌 El mayor experto en transformaciĂłn digital e innovaciĂłn del mundo y una de las personas mĂĄs influyentes en Silicon Valley, Brian Solis, nos habla sobre la importancia de fomentar el pensamiento creativo desde la educaciĂłn. AdemĂĄs, reflexiona sobre telĂŠfonos inteligentes y cambios conductuales, redes sociales, desinformaciĂłn, inteligencia artificial y marcas, asĂ como del futuro de la tecnologĂa. An interview with Apple Tree, Spain… The worldâs leading expert in digital transformation and innovation and…
What is the Novel Economy and Why is it Important in a Post-Pandemic Economy?
Written by Patrick Anderson, Tasktop âAnything is Possible in the Novel Economyâ Following the disruption wrought by the COVID-19 pandemic, global businesses are squinting their eyes through the dust of the aftermath. Little has prepared them for what Brian Solis calls the âNovel Economyâ. Yet despite all the uncertainty and hardship, BrianâGlobal Innovation Evangelist at Salesforceâremains upbeat that opportunity abounds, and that âanything is possibleâ â especially if enterprises center their response around the safety and evolving needs of customers…
A Conversation About Innovation in Times of Great Uncertainty: The Future of Business and Work in a Post-Pandemic Economy
One month before the world shut down as a result of COVID-19, I was in Mumbai, keynoting the incredible NASSCOM Technology and Leadership forum. My topics were on the promise of Quantum computing and also a separate convention on the humanity of disruptive technology. You can view my presentation on Quantum here. Shortly after returning home, safely, I partnered once again with the NASSCOM team as part of their #AskAnExpert series on Twitter. The conversation was fast, action-packed, and covered…
Why Relationships and Human-Centered Outcomes Should be at the Center of Digital Transformation
What role do you want to play in the future. It will happen to you or because of you. You have more power and potential than you may realize. “Change doesn’t have to just come from the top. Change can come from the middle. I’ve seen…companies where you have culture and you have momentum and you have success. So, you can change up and down, left and right, inside out, outside in, you just have to believe that you can.”…
