Even Pivots make pivots. Such is true for the Pivot Conference. After 5 wonderful years, Pivot is moving away from a traditional conference format toward one focused on “user generated learning experience.” I’m moving into an advisory role and Matt Godson, Mike Edelhart and the Momentum team will carry the Pivot torch proudly. Now it’s time for me to grow. And I’m excited to announce that I’m partnering with my dear friend Debbie Landa on the 2015 GROW conference. GROW is centered on engagement and…
Customer Experience is Becoming More Important Than the Product Itself
Customer experience is the sum of all engagements and interactions a customer has with your business in every step of their journey and lifecycle. It’s what your customer feels, thinks, says (to you and others) and more so, what they do now and in the time to come that counts for everything. CX is measured not by NPS (Net Promoter Score) but instead by the sentiment and outcomes in every moment of truth throughout the relationship. That.is.the.experience. And, it’s yours…
Washington Post: Harried parents embracing Uber to move kids around town
Debra Landa looks at the cell phone her teenage son, Sam Landa, uses to order an Uber car to his weekly ballet class with the Washington Ballet in Northwest Washington from his home in Alexandria. (Astrid Riecken/For The Washington Post) Washington Post’s Brigid Schulte and Lori Aratani reported on the latest trend of busy parents using Uber to transport children when they can’t. Altimeter Group Principal Analyst Brian Solis shared his views as an expert tracking the industry and also…
Smart Focus Releases eBook with Brian Solis, Creating Truly Personal Omni-Channel Customer Experiences
According to a recent SmartFocus webinar by industry analyst and digital guru, Brian Solis, “It is about people. The more we can study who they are, what they like and they don’t like, the better we can build personal journeys that matter.” A new SmartFocus eBook, ‘Creating Truly Personal Omni-Channel Customer Experiences’, explains how to build those journeys and develop an omni-channel marketing strategy that appeals to each and every customer and prospect in the way that works for them. The eBook includes exclusive video insights from Brian…
Mobile CX (Re)design: A Catalyst for Digital Transformation
Guest post by Jaimy Szymanski (@jaimy_marie), Analyst, Speaker, Advisor In order to inspire great digital transformation within an organization, strategists must provide proof of concept on a smaller scale. Often times, change agents focus first on transforming their approach to mobile customer experience (CX) design, in order to make the case for overhauling the company’s entire approach to digital CX strategy. Over the past two years, my colleague Brian Solis and I have researched the evolution of digital transformation through…
Smart Focus Publishes Video and Webinar Series with Brian Solis
While in London, Brian visited the Smart Focus headquarters to discuss the state and future of omnichannel, digital marketing and the future of customer behavior. The discussions were captured as a special series, which includes a webinar, video interviews and an ebook. Links are included below. Webinar: What’s the Future of Marketing? Acclaimed author, blogger and analyst Brian Solis discusses the future of marketing, the role of technology in the decision‐making process and how to create multi‐channel experiences that really…
Facebook’s Suicide Prevention, Cocaine Fueled Startups and Silicon Valley as the Hub of Innovation? – ContextMatters #5
Facebook’s Suicide Prevention System Social media bullying is an unfortunate reality. The heart-breaking cases of suicides are frequently in the news these days. At the same time, social media is serving as a new window into our ourselves, our emotions, our states of mind and being. Sometimes, expressions indicate intentions, actions are reflect signs of help. Facebook introduced a new suicide prevention feature, but is it enough? With social media comes great responsibility…and that takes technology and human engagement. Cocaine…
PRWeek: At SXSW, ‘all you see are brands’
Every year there’s an article that asks if SXSW has “jumped the shark.” Yet, every year, the event continues to draw thousands who could care less about the answer. Following these hordes of attendees are brands that compete for attention in ways that become grander every year. PRWeek’s Brittaney Kiefer asks industry experts and long time SXSW veterans for their perspective on the matter. Excerpt: SXSW started as a music festival in 1987 and added a film and tech event…
Companies Need to Compete for Relevance to Survive Digital Darwinism
Digital Darwinism is claiming businesses everywhere. As technology and society evolve, leaders face the need to adapt or die. Doing so stars with rethinking what it takes to compete for market share by competing for relevance. However, executives do not know what they do not or choose not to know. In my book, you either compete or relevance or you don’t. While I was in Paris at Le Web (see interviews with Skully’s Marcus Weller and Andela’s Jeremy Johnson), I…
FOX: Startup Vurb seeks to streamline mobile search and become a verb
FOX News’ Robert Gray covered the launch of a new Silicon Valley startup Vurb. Robert and Brian talked about the significance of Vurb and what it means to the hyper local market segment. Excerpt. Brian Solis, who follows social media and mobile trends for Altimeter Group, is among the impressed. “When you hop apps all the time, it’s painful,” he said. “[Vurb] is what I call ‘the experience flow’ come to life. It’ll change the way we do things by…
