Source: Salesforce News & Insights As the serial crises of 2020 redefine customer engagement, customer service leaders are transforming their operations, accelerating digital transformation, and overhauling their workforce management strategies. Thatâs according to Salesforceâs fourth State of Service research report, released today, which provides a snapshot of the priorities, challenges, and trajectories of customer service teams around the world. This edition is based on Salesforceâs largest and most global survey of customer service agents, decision makers, mobile workers, and dispatchers:…
5 Things to Know About The Rapid Acceleration of Digital Health
Following the conversation at SXSW 2021, “The Path Forward to Healthcare Innovation and Digital Transformation,” Real Chemistry published important research (and an infographic), to spotlight, “5 Things to Know About the Rapid Acceleration of Digital Health.” The study was published by Jo Ann Saitta, Global Chief Digital Officer and Manoj Narayanan, Chief Technology Officer, Real Chemistry Abstract A silver lining from the COVID-19 global pandemic is the rapid acceleration of digital health and telemedicine. In early 2021, Real Chemistry set out to…
El coste de no hacer nada por LluĂs AltĂ©s en El Español
En El Español por LluĂs AltĂ©s Probablemente todos hemos oĂdo alguna vez aquello de ‘If it ain’t broke, don’t fix it’ (“Si no estĂĄ roto, no lo arregles”). Se le atribuye a Bert Lance, miembro del gabinete de Jimmy Carter, la popularizaciĂłn del mismo en 1977. Incluso hay quien dice que se convirtiĂł en una fuente de inspiraciĂłn para los antiactivistas, esas personas que creen que lo mejor es no hacer nada y no se dan cuenta de que asĂ…
The Future of Work: New Salesforce Research Reveals How Organizations Should Work in a Post-Pandemic Economy
Salesforce published its first data-driven “Global Stakeholder Series: Future of Work, Now” research visualized using Tableau.  The research explores how the COVID-19 pandemic is shaping peopleâs attitudes about current work environments and their perceptions on the future of work. Employees now expect their employers to employ strategies for positive, long-term change. This research is meant to provide insights into where organizations can reimagine the future of work, now. Research Highlights Working from anywhere is the new norm, but more access to…
The Agency Review: The Year in (The Agency) Review
Tom Cunniff lists” X: The Experience When Business Meets Design” by Brian Solis as one of his best loved books of 2016.
Relevance is in the Eye of the Beholder; The Same is True for Experience
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…
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…
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: âGeneration C represents a connected society based on interests and behaviour. Gen C is not an age group â itâs a way of life.â
