For industries to stay competitive in today’s online economy, they need to use artificial intelligence (AI) to offer personalized recommendations and experiences to survive and win. In a recent Coveo survey of nearly 200 US consumers, respondents reveal how markets are falling short. For e-commerce, 9 out of 10 customers expect their online shopping experience to be better than in store, and half of them already face dissatisfaction. And, 50% of customers say they sometimes or always have a problem when shopping online….
Culture 2.0: Why a Digital Culture is a Competitive Advantage
Ah, the days when we could travel for to conferences. I’d like to share one fond memory with you because this topic is only more relevant in a post-pandemic world. I was invited to give a keynote presentation at Social Business Forum X in Milan. The theme of the presentation was the importance of building a digital culture to compete in an era of “digital Darwinism.” At the center of it, is not technology, it’s a renewed human-centered approach to employee…
The Future of Brand is Shaped by the Experiences Customers and Employees Have and Share
Have you ever read a review of a restaurant before making reservations? Have you ever read a review of product before making a purchase? Have you ever read a review of a company before deciding to take a job? Have you ever watched Youtube videos or asked your network aka hive mind for input regarding any of the above. Of course you have. You’re a normal personal living in an incredibly connected world where information, maybe too much of it,…
X: The Experience When Business Meets Design – GetAbstract Summary
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…
Somewhere Between Rome and Paris— A Story About Finding Balance Through LifeScaling
This picture was taken somewhere between Rome and Paris. I was lucky to make this flight. A story from April, 2018. Behind the scenes of developing LifeSCALE: How to Live a More Creative, Productive, and Happy Life. The car was to pick me up in Rome at 4:30 a.m. for a 6:40 flight to Paris. There, I would eventually connect to San Francisco. I wasn’t looking forward to it, but I knew I could sleep over the Atlantic. I was in…
SXSW 2021: The Path Forward for Healthcare Innovation and Digital Transformation
Brian Solis, Global Innovation Evangelist at Salesforce, joined Ron Kim, SVP and Chief Technology Officer at Merck, and Manoj Narayanan, Chief Technology Officer at Real Chemistry, to explore “Five Things to Know About Digital Transformation in Healthcare.” The session was an official part of SXSW 2021 programming. Hosted by Jo Ann Saitta, Global Chief Digital Officer at Real Chemistry, the panel explored digital and human dimensions of what the future of healthcare innovation should be in a post-pandemic economy. Digital…
Generation C and the Need for Design Thinking
Brian Solis, a renowned digital analyst, once observed: “Generation C represents a connected society based on interests and behaviour. Gen C is not an age group — it’s a way of life.”
Forbes: In the Rush to Go All-Digital, Prioritize Employee Experiences
Forbes featured an in-depth piece by Brian Solis about the importance of prioritizing the employee experience for the all-digital, success-from-anywhere world. Companies everywhere are accelerating digital investments in customer experience (CX) – but designing for employee experience (EX) is the next competitive advantage. Engaged and productive employees are instrumental to the success of delivering exceptional customer experiences and driving organizational success. By The Numbers: 93% of executives prioritizing EX report that their teams have the tools and technology to do their…
