Customer experience is the number one priority as ranked by executives around the world. Even though most may say theyâre already âcustomer-centric,â the reality is that only 15% say they have both a single (360-degree) view of customer data and the organizational structure to make use of those insights. At Salesforce, I recently had the opportunity to work with Harvard Business Review Analytic Services (HBRAS) on a survey of 1,100 executives around the world exploring how to meet the future…
Building brand loyalty with empathy
Thoughts about the future of customer service and experience published by Brian Solis in Forbes, was recently included in CO by the U.S. Chamber of Commerce, “5 Customer Service Trends That Are Here to Stay.” Author, Sean Ludwig. During the pandemic, businesses changed their customer experience. Here are the changes that will be around long after COVID-19 is a thing of the past. Building brand loyalty with empathy One way customer service has notably changed during the pandemic that brands…
Shifting Strategy from Customer Experience to the Customer’s Experience
Originally published at CMO Perspectives by Jessica Denny The pandemic transformed us into a digital-first society, and now digital-first customers are driving total market transformation. World-renowned digital anthropologist and futurist Brian Solis is Salesforceâs Global Innovation Evangelist. Recently, he led a CMO Club virtual roundtable about how the pandemicâs hyper-acceleration to digital substantially changed the opportunity to improve customer relationships. It starts by recalibrating our perspective and seeing the world through their experiences. In a digital-first world we meet our…
Social Media is About Sociology and Psychology Not Technology
An important reminder… Social media is about sociology and psychology, not technology. Original quote circa 2007. I’ve remixed it over the years to include anthropology and other social sciences. Â The original idea is what helped to formalize my work into what would eventually become “digital anthropology.” The statement was true then and perhaps, truer now. Source: Google
The New Playbook for the Future of Marketing and CX Will Be Written by You
Recent McKinsey research uncovered a âgrowth triple play,â where successful companies integrate creativity, analytics, and purpose to deliver at least two-to-three times the growth of their peers. But even for those companies that used just one of the capabilitiesâeither creativity, analytics, or purposeâthey experienced an average growth rate of more than 6%. Those that added a second component saw growth rates climb to more than 7%. And for those that employed the full triple play, growth rates climbed to more…
Digital Experience Is Your Brandâs Superpower
A special video/audio conversation recorded for the Invoca Summit that explores how #DX will shape #CX. Description: A conversation between Kenneth Kinney, host of “A Shark’s Perspective” and Brian Solis, the Global Innovation Evangelist at Salesforce; a world-renowned keynote speaker often referred to as one of the greatest digital analysts of our time; and an award winning author of eight best-selling books including âLifescale: How to Live a More Creative, Productive, and Happy Lifeâ. Video version here.
100 CX Thought Leaders That Are Changing The CX Game
via Survey2Connect Customer Experience has become the top priority for brands and businesses all around the globe. It can be seen in the increased investment in customer experience and extra focus on providing impeccable customer experience alongside a great product. But at the heart of the amazing customer experience lies our customer experience heroes, who through their vision, bring the game-changing CX strategy. On World CX day, we bring to you a list of 100 CX leaders from all around…
How to Transform in a Time of Uncertainty; The Path to Personal and Professional ROI (Return on Innovation)
The following was written as a prelude to a keynote presentation for a global company undergoing massive transformation. May it also inspire you in your work to bring about meaningful change… Change isnât easy. This is why âbusiness as usualâ constistently becomes the status quo. Unless we decide to move in a new direction, nothing really changes. No matter our experience and beliefs, no matter how many new things we surround ourselves with, we arenât really moving in a new…
The Art of Life(SCALING) and the Importance of Digital Welness
Excited to share this with you! I joined the “Art of the Possible” podcast with Dan Morrison and Rob Page. During our awesome conversation, we explored the evolving world of tech, where we are going as a society as a result, and the impact of digital on us as human beings. We also review ways we can be more intentional in our relationships with devices, networks, and apps for improved digital wellness, self care, and happiness. 🤳 Please listen and…
Shifting Mindsets from Customer Experience to the Customer’s Experience
I recently had the opportunity to partner with my colleague Jon Suarez-Davis on a fireside conversation for the CMO Club. What an incredible experience to hear from so many CMOs leading through change in these uncharted times. Jessica Denny summarized the conversation at CMO Perspectives and it’s well worth your time. Please take a moment to read (and share!) Thank you. The pandemic transformed us into a digital-first society, and now digital-first customers are driving total market transformation. World-renowned digital…
