via Thomas Walker, CX Today Contact center leaders are making billion-dollar AI investments without ever touching the tools they’re buying. That blindspot is now a competitive liability, and both customers and CX agents are starting to notice. Are CX executives equipped to lead their organizations through the AI transition? A growing body of evidence suggests the answer is no – and not for lack of resources or ambition, but because of a structural problem embedded in how senior leadership…
TechRadar: ‘No customer or user wakes up and says, “I hope I get to talk to a chat bot or an AI agent today”‘: Survey claims brands which sound more “human” will get ahead in the AI age
via Craig Hale, TechRadar Consumers just want real, human sources Consumers are experiencing ‘bot fatigue’ after interacting with impersonal AI, WordPress VIP finds. 61% can’t even name a brand that’s using AI well in marketing or CX. AI is emerging as a discovery layer, not a customer service replacement. New research from WordPress VIP has uncovered just how much AI is impacting browsing and online shopping habits, with three in four (74%) consumers believing the Internet feels less ‘human’ than…
The Future Economy: From Automation to Reinvention: Why Leaders Defining the Next Decade Are Prioritizing AI Platforms and People
Are your AI investments actually changing how your business operates, or are you just funding the “productivity trap”? In this insightful new article, Brian Solis (Head of Global Innovation at ServiceNow) addresses a massive elephant in the enterprise room: the transformation gap. While companies are investing billions into individual copilots, assistants, and models, very few leaders can honestly say their foundational operating models have evolved. Instead, many are accidentally creating a chaotic web of “agent sprawl”, disconnected, siloed AI tools…
Accounting Today: AI in the Tax Department
This isn’t the first time you’ve heard of, or read about, AI. Its implications for virtually every sector are completely rewriting the script. Companies are investing in AI and implementing it day-to-day. We are at the same pivotal point with the Internet in the late 21st century. It’s an uncertain time. Will this replace jobs? Will work be replaced with computers? Done right, AI is not automation. It is augmentation. In the book Mindshift, author Brian Solis observes that most…
Lifescale Secrets: Grow Your Business Instantly
via The Summary Series Lifescale Secrets: Grow Your Business Instantly Book Summary: Lifescale by Brian Solis 📚 Buy this book on Amazon: https://a.co/d/04MSU2Os 💻 Free month of Kindle Unlimited: https://amzn.to/3ZYVJAK 🎧 Grab audio version for free on an Audible trial: https://amzn.to/3PeeivQ Lifescale isn’t just about personal and professional transformation, it’s also about leadership and business transformation. Watch this clip on Instagram to learn more. ✨ *Overview* ✨ 📘 Lifescale by Brian Solis invites you to live — not simply survive — in…
AI’s Next Frontier Isn’t Intelligence, It’s Trust
Maybe people aren’t rejecting AI as much as they’re rejecting a future that’s being imposed on them. When students boo the mention of AI at commencement speeches, it’s a signal of a societal undercurrent quietly, and eventually, loudly, pushing back against a perceived threat. And it’s not the technology that’s a threat as much as how AI, or at least the AI narrative, is wielded by doomer CEOs of frontier AI companies (AI will take jobs!) and the decisions executives…
AI Darwinism Is Here, Now Leadership Must Evolve Next
AI Darwinism isn’t coming. It’s here. The evolution has already begun inside every organization where employees are experimenting faster than leadership is redesigning the systems around them. Microsoft’s 2026 Work Trend Index Annual Report makes the gap clear: AI is expanding human agency, but many organizations are not yet built to capture it. That’s the real challenge now. Leadership. The companies that win this next era will be the ones brave enough to reimagine work, empower curiosity, create psychological safety,…
The Wharton Blueprint for AI Agent Adoption Features Insights from ServiceNow’s Brian Solis
ServiceNow’s Head of Global Innovation Brian Solis was included in The Wharton Blueprint for AI Agent Adoption, a new report from Wharton Human-AI Research and Science Says that explores one of the most important questions facing every leader right now: why, if AI agents are becoming so capable, aren’t more people ready to use them for real work? The report argues that AI agent adoption is moving from a technology challenge to a psychological one. People may be willing to…
Are We Inventing Tomorrow or Optimizing Yesterday? Guy Kawasaki and I unpack the tension at the center of AI, innovation, and leadership today
What a gift to spend time with an old friend (meaning we’ve been friends for a long time. He’s not old!) My latest conversation with Guy Kawasaki on his show, Remarkable People, reminded me that the future is never just a technology story. It is a human one. AI may change how we work, compete, and create, but it also exposes something deeper: whether we are using new tools to do yesterday more efficiently, or to imagine something genuinely better….
AI Darwinism: How Leaders Move from Automation to Reinvention
I joined The Meg & Amy Show and it felt less like an interview and more like a 1-hour masterclass on how to survive AI Darwinism. So, welcome to my masterclass: “AI Darwinism: How Leaders Move from Automation to Reinvention.” Free admission…enroll (watch) now! Course insights: You’ll learn what AI is really asking of leaders now: why AI maturity is getting harder, why too many organizations are using AI to optimize yesterday, and how the next generation of leaders can…