“Uber believes Japan is an important market, and if it can demonstrate success in Japan, it can go into other Asian countries with momentum,” said Brian Solis, digital analyst at Altimeter Group in San Francisco.

Social media gives people the power to organize and inform, but it’s also frequently used to exhibit narcissism and ignorance, according to Brian Solis, principal analyst at Altimeter Group, a research and advisory firm. Such behavior reflects the uglier side of political discourse, he says.

We’re creating an egosystem – it’s teaching us that we’re centre of the universe. That’s why we feel bad when something we share on Facebook doesn’t get likes. It turns us into accidental narcissists. And we’re also becoming digital introverts. It’s becoming hard for us to call someone. No-one looks forwards to calling customer service.

Customer Experience (CX) is a difficult process, because so many stakeholders interpret CX differently and then prioritize investments and resources accordingly. The IT-Department thinks it’s about technology. The Marketing-Department thinks it’s about omnichannel. The department customer service focuses on contact touchpoints. The Advertising-Department activates experiential events and campaigns. And the executives ask for customer data and make decisions based on narrow inputs and more so cognitive biases.

The Cloud, Mobility, Internet of Things, Everything-as-a-Service along with Cyber Security implications are transforming today’s technological landscape at a frenetic pace. Brian Solis best described this shift as Digital Darwinism, “The phenomenon that occurs when technology and society evolve faster than an organization can adapt.”

Bedrijven die niet meedenken en meevoelen met hun klanten kunnen nooit een goede gebruikerservaring opleveren. Goede ervaringen leveren empathie op. Daarmee kun je pas innoveren, meent Brian Solis.

The following is a seven-part blog series by Search Strategy Marketing on the six stages of digital transformation, originally presented by researchers Brian Solis and Jaimy Szymanski of the Altimeter Group, a Prophet Company.

Solis, Principal Analyst for Altimeter, reports on disruptive technology, writes articles & books, & studies technology’s effect to help people see people differently & understand what to do about it.

Brian is a digital analyst, anthropologist, and futurist. He has studied and influenced the effects of emerging technology on business and society. Brian’s blog is consistently named as a leading marketing and business blogs around the world.