More than a decade ago, I created this trailer for my book, X: The Experience When Business Meets Design. For reasons I can no longer remember, I never released it. It became a lost trailer from the digital era. Yet the idea behind it may be even more important in the AI era. At the time, customers were changing faster than the experiences companies designed for them. Digital, mobile, and social technologies were reshaping how people communicated, discovered, purchased, shared,…
In the Era of AI, Human Experience is the Killer App
I had the privilege of keynoting UserTesting conferences in San Francisco and New York. It was my third and fourth UserTesting event respectively, which I guess makes this a situationship now. 😍 The theme was experience innovation in an era of AI. The real message wasn’t really about AI. It was about people. It was about how human beings are changing faster than the experiences designed for them. It was about why, in this new era of increasingly ‘intelligent’ machines,…
WP Engine Blog: DE{CODE} 2026: Shaping the Intelligent Web, Together
WP Engine’s seventh annual DE{CODE}, a global virtual conference designed for developers, agencies, and marketers driving web innovation, brought together a massive global audience. With nearly 2,800 live attendees, sessions explored how AI is reshaping the way the web works for both humans and agents. More than 40 speakers took the virtual stage to share expert insights on everything from machine-readable content to the rise of zero-click commerce. This year’s conference was a deep, unflinching look at what it means…
CX Network Names Brian Solis a Top AI Leader in CX To Follow
CX Network announced its guide to the top 50 AI leaders to follow in CX for 2026 and Brian Solis is on the list! his year’s list highlights individuals from across the globe who are redefining how technology and human insight come together to elevate customer experiences. As artificial intelligence (AI) accelerates across industries, its promise to transform how we work comes hand-in-hand with very real concerns about unemployment: recent data from the National University suggests that 30 percent of…
Brian Solis Joins Be Customer Led Podcast to Reimagine Customer Experience in the Age of AI
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…
Brian Solis on Mindshift: Reimagining Customer Experience in the Age of AI
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…
Workflow: The AI-driven CRM revolution
Originally published in Workflow By ServiceNow executives, Dave Wright, Chief Innovation Officer; Brian Solis, Global Head of Innovation; and Simon Grice, Senior Director, Innovation How reimagining customer relationship management for an AI-first world can help deliver more relevant, personalized, and productive experiences CRM has all the ingredients of an epic enterprise tech success story: massive growth, industrywide adoption, and innumerable technological innovations that have suggested new strategic possibilities for the enterprise over the span of decades. There’s only one problem:…
Why Creativity Is the Superpower Marketers Need in the Age of AI
Earlier this year, I was invited to keynote the Asia Pacific Media Forum (APMF) in Bali. What a privilege it was not only to keynote such a prestigious event, but also visit the magical country of Bali…for the first time! (video is included at the end) The team shared pictures and video from the event, and in the spirit of sharing, I’d like to also share it with you. Make.Your.Mark. In a world reshaped by digital disruption and shifting consumer…
X: The Experience When Business Meets Design Named to Best Customer Experience Books of All Time List
When Brian Solis published X: The Experience When Business Meets Design, it was lauded as one of the best books to capture the zeitgeist of the digital revolution while laying out a practical blueprint to lead the future of modern customer experience design and innovation. Even today, the book still leads the way forward, especially in an era of generative AI. And as testament to its endurance relevance and value, Bookauthority just announced X as one of the “Best Customer…
Bringing Humanity Back to Service, Sales, and Marketing
The thing I really like about my work is the ability to see the things that most of us are just too busy — or maybe distracted or biased — to see in order to bring people together for a greater purpose. These are the wonderful words of Brian Solis, Head of Global Innovation at ServiceNow, keynote speaker, and 8x best-selling author, on what inspires him in his work. It can be easy for anyone working in marketing, sales, or…