So many companies are investing in digital transformation and corporate innovation strategies to compete for the future. They’re typically led by technology and aimed at growth areas such as customer experience (CX). In actuality, these efforts are most often not that innovative…they’re a bit more iterative than groundbreaking. That’s ok, but these times necessitate a balance of innovation and iteration. Many organizations are simply investing in new technologies and expertise to simply modernize legacy models, processes and systems. However, to…
The Human Dimension of Innovation and Digital Transformation
Any time I get to visit Madrid, Spain (España!), I take it. It’s where my mother was born and it’s where much of my family still reside. I used to visit every other year going back to my earliest of years. I miss it, I miss my family and I hope to visit again soon. During my last trip, I had the opportunity to partner with BBVA and Oracle to present to executives from Spanish companies on the state and…
Customer Experience, Where It is Now, and Where It Will Go Next
Leo Bertelli was gracious enough to invite me for an interview on the state and future of CX. The conversation was so engrossing that I wanted to share it with you here. I hope it helps you! What do you think have been the most significant advances in CX in previous years? You can’t talk about customer experience if you don’t appreciate what the word experience means – and as the author of a book on experience design, I struggled…
Brian Solis’ Keynote Speech at Rome’s 2018 #EnelFocusOn Spotlighted On Enel’s Website
Highlights of Solis’ message at the 2018 #EnelFocusOn series of talks in Rome was featured in an article about the event on the Enel website. The site includes all information on the energy, gas, energy commodity and all environmental and technological innovation programs to promote sustainable development. The Enel Group is an Italian multinational energy company that is active in the sectors of electricity generation and distribution, as well as in the distribution of natural gas. The section of the…
ZDNet: An Interview With Brian Solis on Perception and Social Media
Brian Solis recently spoke to ZDNet’s Tonya Hall on the subject of perception and social media. As Solis puts it, “We’re really at a crossroads between digital and humanity.”
MyCustomer: Brian Solis on Whether Your Brand Should Quit Social Media
This recent MyCustomer article examines whether brands should respond to the present social media controversies by abandoning platforms like Facebook and Twitter. Brian Solis comments on the crisis, arguing that recent events present a sea change in public opinion about the once-popular platforms.
REwired: Brian Solis on Reimagining the mortgage lending experience
In this recent REwired blog post, Jason Frazier calls for the mortgage lending industry to focus on customer experience. Frazier suggests lenders adopt Brian Solis’ concept of Experience Architecture, a holistic approach to customer experience.
SugarCRM Blog: A Recap of the CRM Evolution 2018 Conference
This recent blog post from SugarCRM Blog recaps CRM Evolution 2018, a conference for the customer relationship industry which took place April 9–11. Among the highlights: Brian Solis’ keynote presentation, “Designing Customer Experiences that Matter to a New Generation of Accidental Narcissists.”
CNET: Brian Solis Weighs in on Congressional Scrutiny of Tech Giants
In this recent CNET article on congressional scrutiny into Facebook and other tech giants, Brian Solis weighs in on the coming reckoning for Google. Solis tells CNET, “It’s overdue. Google knows more about you than Facebook ever will.”
Experience Innovation – Designing for the X Factor in Customer Experience
Coming up in Silicon Valley during the 90s and early 2000s was special for a geek like me. I moved to Northern California from LA in 1996. Tech and startups were at the time fledgling in Los Angeles but still exciting. I would later return to help catalyze the startup ecosystem. My goal at the time was to plug into the startup garage capital of the world. By then, there were already storied landmarks that one would have to visit….