With all of the talk about self-driving cars, youād think that they were already on our streets. Well, technically in some states such as California, Nevada and Pennsylvania, automakers and technology vendors are already publicly testing autonomous vehiclesĀ¾with human drivers and engineers onboard. You might have also heard about the Teslaās driving around town in āAutopilotā mode where drivers are doing everything but driving. Not all autonomous cars are the same. While engineers are striving for full self-driving mode one…
Channel Futures: Brian Solis – 2017 is the Year of Customer Experience (CX)
This recent article from Channel Futures spotlights Brian Solis’ thoughts on digital transformation in customer experience (CX). As Solis notes, even cutting-edge cloud businesses must reimagine CX: āWe need to re-engineer the customer experience…The question is how do you take the friction out of an aging or outdated process. Everything from the table of contents in books outward has changed. We donāt need to pretend CX has always been the same.ā
VoiceAmerica Internet Talk Radio: Tech Superstars with guest Brian Solis
On todayās show, Brett hosts two renown tech stars- Keith Teare, a founding member of TechCrunch and Archimedes Labs; and Brian Solis, expert in technology and customer behaviors. They discuss AI, IOT, the changing nature of jobs due to technology, and the best ways to approach fake news. This is an episode you really do not want to miss!
Conversocial: The 30 Most Influential People in Social Customer Service
by: Tamar Frumkin, Conversocial Weāve opened the annals of Social Media stars from inception until now and compiled a list of the thought leaders, innovators and trailblazers who have had the greatest impact on Social Customer Service. What started as a platform for customers to to vent every qualm to an endless sea of fellow social users, social has now matured into a series of dedicated channels that are just as sophisticated and diverse as its users. Some of these…
Top 10 Retail Banking Trends and Predictions for 2017
Every year, my good friend Jim Marous organizes a “top trends and predictions in retail banking” for the annual Digital Banking Report. I do my best to support his efforts as its an important topic and it’s also a discussionĀ that applies to almost every industry. The report featuresĀ 99 global financial services leaders plusĀ me ;).Ā The crowdsourced panel includes bankers, credit union executives, industry analysts, advisors, authors and fintech followers fromĀ Asia, Africa, North America, South and Central America, Europe, the Middle East…
Wynn Las Vegas Hires Digital Butlers, Places Amazon Echo in 4,748 Guest Rooms
Many hotels offer USAToday for guests. Now guests at the Wynn Las Vegas will simply say, “Alexa, read today’s USAToday headlines.” I believe the future of any brand is directly tied to the experiences they design and deliver consistently through the customer lifecycle. It’s not just any one thing, it’s everything. That’s the definition of customer experience after all. It’s not the technology company’s invest in, nor the touch points they modernize, nor the new policies and processes they introduce…
Google’s Autonomous Driving Group Spins Out as Waymo; Becomes the Android of Self-Driving Cars
This week, Google surprised the technology and automotive industries by announcing that it would spin-out its self-driving vehicle group as a formal business unit under the Alphabet umbrella. What does Waymo mean? Waymo CEO John Krafcik explained at itsĀ press conference that the company name stands for,Ā āWay forward in Mobility.ā After years of speculation as to whether or not Google (now Waymo) would introduce its own fleet of self-driving cars, its now clear that the company will become an enabling partner…
CustomerGauge: NPS and the Digital Transformation of CX
My hardline view about the digital transformation was changed when I came across a Forbes article written by Brian Solis called āWho Owns Digital Transformation? According To A New Survey, Itās Not The CIOā. In the article, he mentions the very same skepticism I had, but with an important distinction:
āThe reality is though that pretty much every company is investing in digital transformation. The difference between them and companies paving the way forward comes down to whether or not change progresses holistically in a unified manner or through individual groups without the benefit of common vision.ā
Self-Driving Cars Drive Closer To Reality and Uber Is or Isn’t Behind the Wheel
I spent the day at Mercedes Benz Research and Development North America (MBRDNA) in Sunnyvale, California getting a full briefing on the state of the company’s EV, machine learning/AI and autonomous work. More on that soon.Ā By the time I arrived home later that evening, thank you Guy Kawasaki for the ride, I received anĀ email from Uber that it was set to debut a bold new autonomous pilot in San Francisco effective immediately. Wait. What? Wow. Indeed. Uber is extending its…
Medium: Mediumās Best Design Writing of 2016
Creative, insightful, helpful, and actionable; weāve curated and categorized 75 of Mediumās best design posts from the past year.
[including] What is the Purpose of a Logo? Why itās more about purpose than design; by Brian Solis.
