Brian Solis delivered the keynote address at the International Council of Shopping Centers (ICSC) 2020 CenterBuild Conference. His presentation, “The Future of Retail and Real Estate Isn’t What It Used to Be,” was well-received and is online now. When ICSC was founded in 1957, the retail industry was a veritable juggernaut even surging forward beyond the initial wave of Amazon and e-commerce in the 90s. Then over time, the relationship between consumers and digital, social media, real-time, and mobile slowly,…
Introducing Generation-N, The New Customer Defining the Novel Economy
Meet Generation-Novel, the new critical customer segment created by the pandemic. Before COVID (BC), your customer was already living a digital ritual of mobile, social, real-time for work, play and endless sharing and consumption. Now, with shelter in place and general fear of getting sick, customers are only becoming more and more digital. Itâs not just for the early adopters or younger generations. Everyone is becoming equally digital because they have to. But itâs not just about tech and the…
10 Quotes to Enrich Your Customer Experience
MercĂ Thierry Spencer Transcript in French (via Google Translate): rien de tel qu’une bonne situation pour s’inspirer et partager des convictions autour de soi je vous propose une sĂŠlection de dix citations pour enrichir votre expĂŠrience client les gens ne se souviennent pas toujours de ce que vous dites ni mĂŞme de ce que vous faites mais ils se souviennent toujours de ce que vous leur avez fait ressentir my angel ou ĂŠcrivaine poĂŠtesse actrice et militante amĂŠricaine ne pensais…
FranceSoir: La gĂŠnĂŠration N: un nouveau type de consommateur transformĂŠ par la pandĂŠmie
LâĂŠpidĂŠmie de coronavirus, accompagnĂŠe de mesures de protection sanitaires inĂŠdites, a considĂŠrablement changĂŠ les habitudes et les règles de vie en sociĂŠtĂŠ. Aux Ătats-Unis, pays de la sociĂŠtĂŠ de consommation par excellence, Brian Solis a dĂŠveloppĂŠ le concept de la gĂŠnĂŠration N pour dĂŠcrire un nouveau type de consommateur, complètement tournĂŠ vers le digital, nĂŠ pendant la pandĂŠmie de coronavirus. Les personnes peu connectĂŠes rejoignent les gĂŠnĂŠrations Y et Z Brian Solis, expert en ĂŠconomie digitale et analyste en innovation pour Salesforce,…
The Content Experience Also Shapes the Customer Experience, Design Accordingly
Originally published in the Alexa blog, “Out with Content Strategy, In with Content Experience.” Did you know that 90% of smartphone users are not absolutely certain of the specific brand they want to buy when they begin looking for information online? And, 65% look for the most relevant information regardless of the company providing the information? The question for you is, where is your business in these activities? What is it that customers find about your brand, if at all,…
Imagining a New Era of Restaurant Experiences by Reinventing the Restaurant Industry
How different could the restaurant scene look in just the next handful of years? Let’s find out… Todayâs customers live a connected lifestyle, more so now with a global pandemic shutting normal life down. Connected customers expect all of the conveniences and perks that come with the on-demand economy. Theyâre not only connected and always-on, theyâre impatient, self-interested, distracted, and seeking experiences that mirror their favorite services and apps across every industry. If you opened a restaurant today, what could…
Designing for Digital-First Customers: Focus on experience as a driver for breakthrough innovation
Just months before the pandemic, I joined Comcast innovation executives, eWeek, and a host of CX experts to explore the next trends in CX and digital innovation. Following the roundtable discussion, I joined my friends at The Cube and Silicon Angle to dive deeper into conversations about shifting consumerism, the role of innovation in digital products and services and also digital experience design, as well as measuring ROE (return on experiences). Post Pandemic, the conversation seems like it happened a…
Giving CX Purpose: Shifting from Customer Experience to the Customer’s Experience
Customer experience is the new battleground for brands. How company’s deliver CX is either a competitive advantage or disadvantage. But, CX is so much more than how we think and talk about it, how we plan for and imagine its future, and how we invest in and support it. Perhaps it’s in how we frame it. We tend to observe it as mission critical, but we organize around it through distributed strategies across the organization. We enable disparate versions of…
Customers Seek Experiences That Enhance Their Current State, Design Accordingly
In a world of distraction, listeners make the best experience and engagement architects. In a mobile-first world, experiences must be reimagined for the small screen. The best experiences will break the fourth wall of digital to deliver real human-to-human engagement. Like software, mobile has eaten the world. But mobile is more than a next-generation platform. Mobile is a powerful unifier. It has evolved into a digital hub for humanity, business and society. It brings us together while connecting us to…
The Humanization Of CX In An Era Of AI
AI is promising the automation of customer engagement to scale intelligent, real-time CX to survive digital Darwinism. The future has two possibilities however. We can automate and scale the standards and capabilities for CX as weâve come to define and shape them over the decades. Or, we can use AI as a mechanism to deliver personalized, on-demand experiences that connected customers are learning to expect from their favorite digital-native apps and services. In this special session at PegaWorld 2019, I…
