Try a simple exercise the next time you plan your CX, marketing, service, and commerce strategies. Add an apostrophe “s” to make customer experience possessive. It’s really about the “customer’s” experience that counts for everything. And as a result, that perspective will change the way you design your omnichannel strategy and your customer’s journey at the edge. It will center how you design touchpoints, engagement, and shape experiences from a position of empathy. I call this designing for #Ignitemoments. I…
Reimagining the future of marketing and why CMOs will drive business growth in the future
COVID-19 overturned lives and livelihoods across the globe, forcing people to find new ways of working, shopping, and playing. Homebound consumers abandoned deep-seated shopping habits overnight, going online in droves and compressing a decadeās worth of digital adoption into months. Although businesses responded quickly to a flood of new online customers, they faced unprecedented disruption, with a staggering 75 percent of consumers trying new brands, products, and channels. These seismic shifts are transforming the role of marketers and marketing, and…
MARK UP: Darwinismo digitale: come la pandemia sta impattando sul ‘Retail reset’ – Digital Darwinism: how the pandemic is impacting the ‘retail reset’
viaĀ Giovanna Chiara Italiano, MARK UP Writing for MARK UP in Italy, Giovanna explores the “Great Reset” and its impact on the future of retail. She references Ā Brian Solis and his work studying “Digital Darwinism.” The article is in Italian, but is also available in translated form here. Il Retail e le sue supply chain possono resistere agli scossoni pandemici investendo sulla customer experience, che ĆØ diventata il vero carburante che alimenta e genera il cambiamento Lo scorso World Economic Forum…
The AI Journal: Top 20 Digital Transformation Pros you NEED To Follow
Via The AI Journal According to IDC, over the next four years, worldwide Digital Transformation technology investment is set to reach at least $7.4 trillion and will be the first time that DX will account for the majority of IT spending ā predicted to be a huge 53% of budgets. Digital transformation is a set of methodologies and tools which are used by modern companies to optimize their operational activities, such as increasing their reach power, providing differentiated service and…
Data-Driven Empathy Helps Businesses Develop a Human-Centered Approach to Digital Transformation and Innovation
While onsite in New York, I was interviewed by the Netbase Quid team to share highlights from my presentation on data-driven empathy. Every technology revolution moves people in new directions. Human-centered insights, data-driven empathy, create meaning, relevance, and helps identify opportunities for new value creation to close the relationship gaps between businesses and customers.🤍
TheStreet Quotes Brian Solis Exploring the Future of Cashless Commerce
via Veronika Bondarenko, TheStreet With the use of cash dropping around 15% per year since 2017, it is no surprise that we’re starting to see more and more cashless restaurants pop up around us. Between the pandemic and general digitalization, only 16% of Americans were found to “always” have cash on them in 2020. The move toward credit cards, apps, and phone-based payment methods has become a self-fulfilling prophecy. If people stop using cash, then places will consider stopping accepting…
Mashed Quotes Brian Solis in Article that Explores Burger King Customer Engagement Strategies
Mashed featured Brian Solis in a recent article that explored how Burger King’s design and marketing is so effective in customer engagement. Excerpt… Brian Solis, a digital anthropologist who studies technology and its impact on society, writes in Forbes that instant gratification actually increases impatience. And what do increasingly impatient people crave? Instant gratification. The process triggers an endless loop that feeds itself, and Burger King is undeniably a part of that system as one of the biggest purveyors of…
Top Virtual Keynote Speakers via readwrite
via readwrite… This article will provide you with the top 28 virtual speakers and what distinguishes them from other speakers. You can also learn about what to look for in a virtual speaker as well as discover how to create a successful online conference or workshop. Brian Solis made the list!
Generation Novel hybrid workers bring new demands and risks
During the pandemic, Brian Solis’ research at Salesforce led him to coin two important trends, the Novel Economy and Generation-Novel, to describe how the pandemic reshaped customer behaviors to set the stage for a hybrid post-COVID 19 economy. Ariba, a Hewlett Packard Enterprise company, cites his research in a new report, “A hybrid workplace for a hybrid workforce: Is your business ready to support Generation Novel?” As coined by digital analyst Brian Solis, those who belong to Generation Novel are…
A Newāand TimelessāDigital-First Consumer Is the Future
via Lisa Boylan, Associations Now, published byĀ ASAE: The Center for Association Leadership Brian Solis keynoted the ASAE Technology Exploration Conference in Washington, D.C. To set the proverbial stage, Associations Now interviewed Brian on his thoughts on a new digital world ahead of his presentation. Disruption can be a gift, according to Brian Solis, bestselling author, digital anthropologist, and futurist. Among the positives: It created an ageless consumer segment that is leading the way. Thereās a different, inclusive generational category that…
