Today’s service leaders are struggling to meet growing customer expectations amid a 19% average annual turnover rate and tightening operational budgets. But Salesforce Service Cloud CEO Clara Shih and VP, Global Innovation, Brian Solis see automation and AI as a solution. On this episode they explain how you can drive growth by empowering agents to do more with less, increase efficiencies by streamlining time-intensive processes, and deliver immediate cost savings to organizations across every industry. Watch to find out more!…
The Brave New World of Digital, Business, and Leadership Transformation and the Part You Play in It All
I was moved by an inspiring piece about finding hope in a time of disruption and uncertainty. It was written by my friend Andrew Penn, CEO of Telstra. Though it was published this time last year, I found it relevant now. Penn observed that in these times of a great reset, it’s only human to lose hope. It’s true seemingly everywhere. Just looking at Twitter right now, it feels like the special place I once described as a human seismograph has…
Are Bots Coming For Your Job? With the Right Leadership, Human-Centered Innovation Will Help You Thrive
Does it feel like robots are coming for your job? That doesn’t necessarily have to be the case. There is one thing that always differentiates us: our humanity. f you’re like most people, you probably think there’s a good chance that artificial intelligence (AI) or automation will significantly impact the global job market. Yet surveys show that most of us think these disruptive technologies are primarily going to affect someone else — someone with a skill set or an educational background that…
Welcome to the Novel Economy
On average, it takes 66 days for new behaviors to become second nature. We have forever changed in the days, months, years following the global disruption of 2020. You can throw your business playbooks, operational checklists, and mindsets out the window. This is now a Novel Economy. True to its definition, it’s a time that’s new and unusual. It’s not a new normal or a next normal. While all this is scary for some organizations, it can also be wondrous for…
Making The Business Case For The Metaverse: How Companies Can Create Value In The Next Web
The metaverse represents an evolving version of the next web, creating immersive 3D experiences that evolve traditional 2D websites into a connected series of virtual worlds. Already, consumers and businesses are exploring ways to enhance their everyday activities, deepen connectivity, and unlock more exciting applications. New McKinsey research estimates that the potential economic value of the metaverse could generate up to $5 trillion by 2030. The report, “Value Creation in the Metaverse” also found that 57% of metaverse-aware companies say…
Reimagining Customer Experiences In Web3: What Are The Big Questions Companies Need to Ask To Create Value For The Next Web?
This is a very important time and inflection point in the evolution of web3. There’s a fantastic opportunity for brands and marketers willing to engage with this new technology. That said, in the wake of the recent volatility in the NFT and crypto markets, waves of industry layoffs, thefts, hacks, and SEC probes, it’s clear that web3 leaders and the supporting ecosystem must prioritize trust and safety, utility, and long-term value and community to encourage adoption. At the recent CMO…
The Futurists: Living Futures with Brian Solis, Brett King, and Robert Tercek
via The Futurists In this week’s show futurist, digital analyst and anthropologist, along with being a Global Innovation Evangelist for Salesforce, Brian Solis joins hosts Brett King and Robert Tercek to talk adapting to life in the future. As a renowned specialist on experience design, CX, digital transformation, and digital Darwinism, Brian discusses what it’s like to be a futurist at one of the worlds largest tech companies that is increasingly mission focused. And we get into the implications of…
Conoce la tendencia Phygital (DiPhy), una nueva experiencia del retail
Source: Perú Retail La experiencia de compra que hoy en día les ofrece a los consumidores ya no es netamente física o digital, pues estos dos formatos ahora van de la mano. El contexto actual pandémico en el que se vive ha generado un cambio en el desenvolvimiento de los mercados y, además, ha producido que se establecieran nuevas tendencias en la comercialización; como el Phygital, un nuevo modelo de negocio que caracteriza al sector retail, el cual une al…
From Phygital to DiPhy: The Importance of Experience in a Hybrid Future of Retail
Source: Lima Al día Conoce la importancia de la experiencia Phygital en el retail, según Brian Solis Brian Solis, Experto en Innovación Global de Salesforce, sostuvo una entrevista con Perú Retail en donde definió la importancia de aplicar en los negocios una nueva experiencia Phygital, basada en la innovación, para que los retailers empiecen a evolucionar y dejen atrás la idea de intentar modernizar una experiencia antigua. ¿Qué es la experiencia Phygital? El Phygital se refiere a la capacidad que…
The big questions brands should ask before they jump Into Web3, NFTs, and the Metaverse
Video shot at The CMO Club Innovation Forum in West Hollywood, Calif. If you’re given the choice between being a consumer or a stakeholder of your favorite brand…, which would you choose? This is an important consideration for brands in the next web. Oftentimes brands and businesses in general think transactionally. Since the pandemic the digital transformation led to the digitalization of a lot of touchpoints in a customer journey. But if you think about that, where’re digitalizing the analog…
