Digital customer experience has never been more important. The pandemic accelerated e-commerce, AI and automation, and digital transformation by 10 years. What most businesses still aren’t prepared for however, is how to think beyond digital tools and platforms to design intuitive digital experiences that inspire human engagement in every touch point across the CX journey. That’s what X: The Experience When Business Meets Design set out to do. It was designed to help “imagineers” image a unified customer journey that…
Experience Innovation: Evolving from Customer Experience to the Customer’s Experience
In 2017, I spent time with jrni to discuss the rising opportunity of true CX…not digital…not analog…just real world CX based on how everyday connected people were making decisions in their journey. I never shared the article. But, it’s time that I do. It’s more important now, I believe, than it was then. CX, customers experience, neigh, the customer’s experience is everything now…because it’s theirs. It’s an opportunity to deliver an experience that becomes an unforgettable, incredible memory. A memory…
WTF – What’s the Future of Travel and Tourism
In 2016, I was invited to speak at World Travel Market (WTM) in London. The book, X: The Experience When Business Meets Design, was brand new and perfect for the event. Why? Travel and tourism are experiential and as such, they are the epitome of experience businesses. The challenge however is what modern experiences do customers seek in an era of digital Darwinism? My goal at WTM was to help delegates see the present differently to then see the future…
Speaking To and Through People You Hope to Inspire: Analog-to-Digital Street Flyers That Hit Different
This is the week of SXSW 2021. Even though it’s a virtual event this year, it is still a special community bound by the spirit of entrepreneurship, creativity, ideation, friendship, and tacos (+ BBQ, queso, pedicabs, and late nights!) Since this is a very special week, I wanted to share a story with you that I don’t think I’ve ever talked about. Every year, going back to, 2007 I think, JESS3 and I would legally (on plastic coverings) post creative…
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.Ā NSCAās Business & Leadership Conference is the industryās most notable platform for executive-level education and discussion. Brian’s topic focused on aĀ “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…
Designing for Digital-First Customers: Focus on Experience as a Driver for Breakthrough Innovation
Experience design and innovation are key differentiators and beacons for the way forward – especially in these times of disruption. While it’s counterintuitive to think about investments when everyone else is exploring cost-cutting, this is exactly the time to break new ground. Those who study customer dynamics, needs, emotions, and aspirations to reveal meaningful and empathetic ways to innovate will succeed in business and in customer relationships. That’s power, and urgency, of designing human-centered experiences. The challenge lies in breaking…
Introducing #IgniteMoments: Customers Experience So Much Darkness in Their Journey, Optimize Digital Customer Experiences to Deliver the Light
Today’s customer journey is built upon decades of legacy infrastructure. Even with modernization, the relationship between digital and physical touch points are often disjointed, transactional, and in many cases, they just feel outdated. When I was asked to keynote DEEPCRAWLĀ Live and share my ideas for a new future in marketing and search, I jumped at the opportunity. I had so much to share. In particular, I was anxious to preview the “Ignite Moment,” the moment that immediately follows micro-moments and…
Frost & Sullivan: The Rise of āGeneration Novelā aka Gen N and the Novel Economy
Frost & Sullivan recently presented a Webinar Week Series, consisting of five days of 30-minute virtual presentations designed to help participants generate effortless and efficient customer experiences. On Wednesday, June 17th Brian Solis, Global Innovation Evangelist, Salesforce, shared his insights and predictions about The Rise of Generation Novel aka Gen N and the Novel Economy. Read on for a summary of his key take-aways and heartfelt advice about letting go of the āold normal,ā and looking ahead to new ways…
Brand Innovation in the Novel Economy
In Q4 2020, I was given the opportunity to keynote the CMO Brand Digital Summit. My topic was “Brand Innovation in the Novel Economy: Taking Cues from Generation-N to Rethink Brand Pillars as a Competitive Advantage.” Leading up to the event, I spent some time with GDS’ Claudia Effra-Hume to explore the topic ahead of the conference. The result is a series of videos ranging from 10 seconds to one minute that answer some very important questions heading into 2021….
Innovation in an Era of Digital Distractions
Have you watched the “Social Dilemma” on Netflix yet? It explores the previously unknown, ignored, and dangerous human impact of social networking, with tech experts sounding the alarm on their own creations. I spent two years doing the same, most notably, with many of the players featured in the documentary. While social networking and gaming have rewired our brains and bodies, what the documentary, and most other experts and approaches leave us without, is a solution. I’m not a believer…
