In an article by MyCustomer editor Chris Ward, Solis discusses the elements to consider in the process of establishing a brandâs moments of truth. Ward begins by mentioning the four moments of truth that can help businesses improve customer experiences, as Solis chronicled in his 2013 book âWhatâs The Future of Business?â These are: Zero Moment of Truth: The term coined by Google to explain the event in which people now search for information online and make decisions about brands…
Brian Solis Featured in Weekly Roundup of Multi-Media Hack the Process Contributors
Solis is included in a weekly audio and video roundup by Hack The Process (hacktheprocess.com) of contributions from process hackers who have been guests on the âHack The Processâ podcast with M. David Greene. The roundup mentions a written article Solis contributed called âThe Generation Gap is Getting Old,â with the summary, âThe generation gap seems to be dividing us all but in Brian Solisâ latest article, he suggests that older generations should be more understanding of millennials and centennials…
It’s Time to Upgrade the RFP for Mobile Only Customer Journeys and Experiences
An unpublished research interview with Erica DâAloia, Manager of Ecommerce Traffic for Godiva Chocolatier. The topic explored the idea of upgrading RFPs for CMOs to consider the mobile customer journey uniquely. Special thanks to Mike Grehan of Acronym. How are micro-moments and shift in mobile behavior shaping the RFP process (or not)? How are micro-moments changing marketing strategies? The word âMobile Behaviorâ initially threw me off – where I think of this more as use and importance of a device. I…
The Generation Gap is Getting Old – Why Older Generations Should Build Bridges to Millennials and Centennials not Roadblocks
It’s said that there are two things certain in life…death and taxes. We can also add the certainty that a great divide will always exists in each generational shift. The “generation gap” as it’s formally called, represents the difference of opinion between one generation and another regarding beliefs, politics or values. Depending on the situation or circumstance, this gap can foster debate, ignorance and even contention, often pitting younger people against their parents, grandparents, teachers, managers and fellow citizens. But,…
X by Brian Solis Is an Acclaimed Crash Course in Architecting Great Experiences – and a Must Read for Any Executive or Designer
Solis’ highly influential book “X: The Experience When Business Meets Design” met with great critical acclaim from top organizations upon its release. :This isnât just a book, it is an experience. But more than that, you will learn from one of the more creative and brilliant business minds of our time.” – Forbes.com “The best customer experience book of the Year Has arrived” – Inc. “In math, x represents a variable to be solved for. in business, the x…
Solving for X: The Rise of Experience Innovation
I’ve known Judith Aquino for several years now. Her work in customer experience is extensive and her connections in the space are deep. Shortly after the release of X: The Experience When Business Meets Design, I caught up with Judith to talk about the rise of experience innovation. She published our conversation in Customer Strategist, and I was able to get a downloadable PDF as well. I wanted to share our conversation with you… Solving for X: Why the Future…
Digital Transformation 101
Digital transformation is an essential topic at leading technology publications these days. One such outlet, TechRepublic, is a favorite of mine. I spent time with Olivia Krauth on the subject and I wanted to share our conversation with you here. It serves as a solid foundation for taking digital transformation beyond IT and into a business performance enablement role across the enterprise. Generally, what does it mean to digitally transform? The definition of digital transformation has expanded to cover everything…
The Art and Science of Human Centered Change and Innovation
When it comes to employee engagement and experience, innovation and digital transformation, corporate culture is under appreciated and largely neglected. Did you know that 85% of employees around the world are not engaged or actively disengaged at work according to Gallup? This global “norm” costs approximately $7 trillion in lost productivity. Titled âCulture 2.0 â The Art and Science of Human-Centered Change and Innovation,â my keynote at the Digital Workplace Experience aimed to change that. Culture is incredibly important to the…
Brian Solis Quoted Extensively in CMO Article On Real Customer Engagement
Solisâ belief that the âmarketing function itselfâ needs to be reinvented is at the core of his discussion with CMO contributing writer Mercedes Cardona in her article âReal Customer Engagement âTakes a New Narrative.â The foundation of her thesis is a quote in a new Altimeter Report that âBrands that leverage technology and data to be most visible in digital media when consumers are âmentally availableâ will live to see tomorrow.â The report, âDigital Experience Innovators: How Leading CMOs and…
The New Kodak Moment and the Rise of Experience Innovation
I live several lives. As a digital analyst and futurist, I study disruptive technology and its impact on businesses and markets. As a digital anthropologist, I study the effects of disruptive technology on societies and us as individuals. In both cases, I am frequently asked to share the “state of” industries and also play out defined scenarios over the next several years. Recently, I took a break from my industry work to focus on the personal side of digital disruption…
