Growing up in Los Angeles and living in Silicon Valley for 20-plus years has plugged me into a unique network of creativity and innovation. Although many would say that I technically live in a bubble, I have practiced the art of participation and observation to earn a balanced perspective when it comes to ideation and design. While I am surrounded by some of the most amazing minds, I am also inspired by those shaping innovation hubs. If it’s one thing I’ve learned,…
Digital Darwinism: Evolve with Your Customers or Regress Toward Irrelevance
I recently had the pleasure of speaking at Unite host by Satmetrix in New Orleans. Customer experience, IT and management executives from around the world met in the “Big Easy” to learn from one another, share experiences and envision a new future for customer engagement. Prior to the event, I met with the Satmetrix team to discuss my presentation so that we could share the message for those that could not be there live. The conversation was summarized over at…
What is Influence 2.0 and why is it important in the future of CX?
Before social media, before modern digital marketing and before DCX and digital transformation, I spent much of the late 90s and early 2000s studying and experimenting with online influence. In February of 1999, I opened a lab to test and learn and in the process, was one of the many contributors to shape the future of digital marketing and customer engagement. Shortly after joining Altimeter Group in 2012, I shared all of the research I had collected and more and published…
Experiences are The Core Pillars of Any Brand.
This is for my Danish friends and anyone who believes that the future of business lies in experience design. Via Markedsføringdagen, I juni 2016 havde Dansk Markedsføring besøg af Brian Solis fra Altimeter ved markedsføringsdagen. Vi fik lejlighed til at tale både med ham og med deltagere, som havde fornøjelsen af at høre ham på dagen I’ve been spending quite a bit of time lately in Copenhagen. To be honest, I already miss it. There are three recurring topics that…
Sharing a Personal Story – A Rare Glimpse into What Inspires Me and How I Got Here
Believe it or not, I’m a private person. I know it seems ironic. After all, I was one of the early group that worked to bring social media to the forefront in the early 2000s. But, I still tend to not share personal information online. I do however, share my work freely with everyone in the hopes of creating a community of betterment in business, government and society. There are rare occasions however when I do open up to share stories that…
4 Keys to Designing New Customer Experiences
On a cold and rainy day in Minneapolis before year’s end, I joined my Prophet colleagues at Le Meridien Chambers where we hosted a breakfast of brand champions. It was the second time this year that I was invited to speak to some of the city’s (and the country’s) most prominent companies and this time I had even more new research and ideas to share. During the two hours that we were together, I presented findings from “The 6 Stages of Digital…
It’s Time to Change How Companies Perceive Customer Experience (CX)
Last year, I spent time with Mark Johnson, CEO and CMO of Loyalty360, to discuss all things Customer Experience (CX). The conversation was so rich, it resulted into a two-part series exclusively for the Loyalty360 community. Now however, I’ve been given the green light to share the conversation (parts 1 and 2) with you here. Part 1 – This is the Year of Customer Experience If you ask 100 executives what customer experience means to them, you would likely get 100 different answers. The need to…
Wynn Las Vegas Hires Digital Butlers, Places Amazon Echo in 4,748 Guest Rooms
Many hotels offer USAToday for guests. Now guests at the Wynn Las Vegas will simply say, “Alexa, read today’s USAToday headlines.” I believe the future of any brand is directly tied to the experiences they design and deliver consistently through the customer lifecycle. It’s not just any one thing, it’s everything. That’s the definition of customer experience after all. It’s not the technology company’s invest in, nor the touch points they modernize, nor the new policies and processes they introduce…
What CMOs Must Get Right In 2017 To Succeed as an ‘Experience Business’
Like clockwork, every December, experts voice their predictions and advice to guide us in the coming year. Sometimes I offer my thoughts. Mostly, I spend my time curating emerging and disruptive technology trends. This year however, my dear friend Giselle Abramovich with CMO.com, reached out with an exceptional question and I couldn’t resist…especially since the answer was limited to 25 words. Digital transformation and becoming a “customer experience business” is clearly the future for marketing. What is the one thing CMOs…
E-Commerce and Apps Pave the Way To The Future of Retail: Inside Amazon Go, A New Retail Experience
We’re a company of builders. Of pioneers. It’s our job to make bold bets, and we get our energy from inventing on behalf of customers. Here are just some of the innovations pioneered by Amazon, and we’re always looking for the next one. – Amazon Every industry is ripe for disruption. It’s what you do now that defines your future and legacy. One of the most exposed industries to disruption at the moment, among many, is the retail sector. From…
