“To thrive in a digital economy, create a safe and empowered environment for employees to learn and take risks.” Technology may be at the core of digital transformation, but it’s severely limited in its promise if it’s not influenced by human beings. Yet, every day, companies invest in digital transformation strategies and roadmaps that are absent of human-centered insights and perspectives. On this episode of Digital Outliers, I sit down with Steve Snyder, CIO, Massachusetts Convention Center Authority to talk…
Breaking the Digital Fourth Wall Through Experiential Storytelling
The fourth wall is the space that separates a performer or performance from an audience. A character, actor, author or storyteller “breaks the fourth wall” when they address the audience directly. As an analyst, author, blogger, podcaster and creator, I am by default, in the content business. Dedicating time to produce my work matters not if no one happens upon it. But once someone discovers my work, it must convincingly pierce the fourth wall between the medium and them to…
It’s not the End of Retail, It’s the End of Retail As We Know It
Retail, like every industry, faces digital Darwinism as technology and markets evolve and disrupt. This isn’t new. But what is clear, executives are not prioritizing bold strategies and investments that save them from their “Kodak Moment,” that moment when consumer behaviors and values evolve beyond brand recognition. If you read about the state of retail today, you’ll see dramatic descriptors such as “apocalypse,” “the end…,” “dying,” you get the picture. While doom and gloom and disruption is inherent in every…
CMO by Adobe: Brian Solis discusses CX Innovation
Marketers must have a digital foundation that allows them to study the customer journey, where it hums, where there’s friction, and where it’s completely broken down, said Brian Solis, principal analyst at Altimeter Group, and author of “X: The Experience When Business Meets Design.” “This is the low-hanging fruit to iteration,” he told CMO.com. “Innovation comes later.”
Avangate: Brian Solis makes the ‘Ultimate List of 60 eCommerce Experts You Need to Follow on Twitter’
Brian Solis proved that his work as a blogger, keynote speaker and well-known author on topics like technology, business development, marketing, digital transformation and startup culture made him worthy of being on Avangate’s Ultimate List of eCommerce experts to follow on Twitter. In addition to being an expert in online businesses, he is also a huge social media influencer.
The Upsell: A Customer Relationship Quote by Brian Solis that ‘Will Warm Your Heart’
“In a world of technology and accidental narcissism, humanity, powered by empathy, becomes the killer app.” – Brian Solis
CSO Online: Brian Solis on protecting internet privacy
According to Brian Solis, the argument in favor of repealing the FCC’s privacy regulations applying to ISPs is flawed and misleading. Solis warns that ISPs will lose big time if they compete against one another based on user privacy.
Yahoo Finance: How former Uber CEO Travis Kalanick could actually make a comeback
Brian Solis suggested former Uber CEO Kalanick could come back after a period of time passes, “Steve Jobs, too, was not without his issues in that people felt he was incredibly harsh and blunt, and I think that’s par for the course in that all leaders have things that rub people the wrong way. No one questions that when companies are doing well. Travis is arguably someone who adds value to the company.”
Brand Innovation and Customer Experience Design: An Interview with Comcast’s Chris Satchell
The potential for breakthrough innovation is at its greatest when there’s purpose. And in an age of disruptive technology, humanity is becoming a killer app. Often in my research on digital transformation and innovation, I find the most compelling catalyst for finding purpose and accelerating change and improvement is customer experience (CX). Think about it. Who owns the customer experience? Yes. The customer owns it. That might seem like one big “duh.” But, believe it or note, many organizations are…
Insights on the Future of the Internet of Things (IoT)
I once referred to the consumer-facing Internet of Things (IoT) as the Internet of Sh!t. My point was that the entire ecosystem of IoT devices was created through technology-centered devices that were limited in scope, breadth and compatibility. I was and still am an advocate for something more universal, platform approaches that are human-centered and optimized for cross-device collaboration and optimization. The Internet of Things is a mess with too many products and apps competing for consumer attention. This creates…
