Welcome to irrelevance. Population: most of management by @gapingvoid and @briansolis What does it mean to be relevant today? We live and work in an era of digital Darwinism, where technology and society are evolving away from yesterdayâs norms, mindsets, values, and behaviors. Most companies want to be customer and employee centric. Most executives believe that their work matters to employees and customers. But the reality is that customers and employees are changing as times, trends and tastes evolve. Theyâre…
Customer Experience For The Win #FTW
I had the opportunity to keynote UNITE by Satmetrix recently on the topic of experience design for modern customers. Leading up to the event, I joined the team on a podcast to discuss the topic in-depth. I share it with you here in the hopes that it will help you. Capture the heart, mind and spirt of the new CX…the customer’s experience Ask 10 different executives what CX means and how to improve it, youâll get at least 15 different…
For Decades, Technology Scaled Businesses Away from People; It’s Time To Bring Customers Closer
For decades, businesses used technology to distance themselves from customers. Systems and processes helped companes automate, grow and scale transactions and service. Moving forward, we have to explore technology and service innovation to deliver against the experiences customers value versus building updated solutions on top of existing paradigms. Innovation is all the work you do to conform to expectations and aspirations of people as they evolve instead of making them conform to your legacy perspectives, assumptions, processes and metrics of…
If you had one hour with Mark Zuckerberg, what would you ask? Here’s what I learned about the state and future of Facebook, data, politics and bad actors
onstine In the wake of Cambridge Analytica, data misappropriation, #deletefacebook, calls for regulation and pending testimony to U.S. Congress, Facebook announced a series of initiatives to restrict data access and also a renewed selfie awareness to focus efforts on protecting people on the platform. Whatâs more notable however is that Mark Zuckerberg also hosted a last-minute, rare town hall with media and analysts to explain these efforts and also take tough questions for the better part of an hour. Letâs…
Moonshot: Brian Solis on the Role of Fear in Digital Transformation
This recent blog post from digital consultancy Moonshot examines the role that fear plays in digital transformation. The post cites The Digital Change Agent’s Manifesto–Brian Solis’ report on the human factors of digital transformation–which underlines how fear can hold back digital change in an organization.
CIO: Brian Solis on Corporate Culture and Digital Transformation
This recent CIO article examines the challenges facing Axis Capital, an insurance firm in the midst of a major technology overhaul. The article cites Digital Culture Challenge–an influential report by Capgemini and analyst Brian Solis–which found that corporate culture is perceived by employees as a major impediment to digital transformation.
The Future of Brand is Experienced and Shared
That one time I was in GenĂšve… What a wonderful way to start any sentence. Shortly after X: The Experience When Business Meets Design launched, I was invited by my good friend Arnaud Grobet to visit GenĂšve. The trip was meant to serve as a mini book tour, with two speaking engagements at LIFTÂ (one of my favorite events), media interviews and also a vist to CREA University to speak to students. Any time I have a chance to speak with…
Wakabayashi Insider: 7 CX blogs worth reading
Digital strategist Dennis Wakabayashi has selected Brian Solis’ blog as one of his “7 CX blogs worth reading.” Wakabayashi describes Solis as “a thought leader in the use of social media in marketing” and “a sought-after speaker in the relationship between technology and people.”
The New Experts: How Robotics, AI and Automation Are Shaping the Future of Your Work
Sophia, the AI-powered robot who was infamously granted citizenship by Saudi Arabia recently beat me out for two keynote speaking opportunities. True story. This is how I opened my presentation  at the KQED studios in its inaugural Silicon Valley Conversations program, âThe New Experts: How Robotics, AI and Automation Are Shaping the Future of Your Work.â The event focused on the way new technologies are changing how we work, where we work and the skills we need to work. I joined Michael…
L’Agenzia Di Viaggi: Brian Solis on Digital Darwinism in the Hospitality Industry
This recentL’Agenzia Di Viaggi article looks at the new report from Altimeter Group and Sabre on the impact of Digital Darwinism on the hospitality industry. According to Altimeter Group Principal Analyst Brian Solis, hospitality companies must now provide a similarly seamless customer experience to leading digital companies like Uber, Tinder, and Dollar Shave Club.
