TechTarget’s Don Fluckinger is a friend and a highly regarded tech journalist. He recently rounded up dome of the industry’s leading CX and AI experts to explore Google Meena’s next-generation conversational AI. He always brings together a great group for a productive and thoughtful conversation! For context, chatbots today are largely used in rule-based engagements, sitting on top of structured data to perform a set of focused operations. They connect customers to common information or facilitate everyday transactions. In the more effective…
TechTarget Asks Brian Solis About Google’s Meena AI Chatbot and Its Role in CX Innovation
TechTarget’s Don Fluckinger rounded up industry experts to explore Google Meena’s next-generation conversational AI. He always brings together a great group for a productive and thoughtful conversation. Leading digital analyst Brian Solis believes that Meena represents a potentially significant leap forward in conversational AI. Today, chatbots are largely used in rule-based engagements, sitting on top of structured data to perform a set of limited operations. They connect customers to common information or facilitate everyday transactions. In the more effective cases, AI is…
The 11 Digital Trends Shaping CX and Marketing in 2020
Each year, I help kick-off Brand Innovators Mega-Trends event during CES. In the opening keynote, I share the trends (and hopes) I would love brand executives to embrace in the new year. In 2020, the presentation focused on “11 Digital Trends Shaping CX and Marketing.” There are certainly more than 11 trends to follow, but in the context of this conversation, I focused on the convergence of AI, customer empathy, digital distractions and intentions, and the technology that connects the…
Brian Solis Speaks Out on Personalization in The Marketing Associates Article On Big Data
Solis is quoted extensively in a piece on The Marketing Associates site by Brandon Baril entitled, “How Is Big Data and AI Helping Online Retailers Compete Amid Digitalization?” The author states his premise up front and quickly supports it with a Solis quote. He writes, “As physical retailers keep on competing against online competitors, some are searching out services that leverage big data and personalization to increase e-commerce sales.” Solis, speaking to TechRepublic is quoted as saying, “During the emergence…
Personal Innovation During Times of Digital Disruption
Note: For mobile users, please subscribe to my new feed here and unsubscribe from the old Feedburner feed. Ever have one of those conversations with someone you care about where you’re left feeling inspired and motivated? They’re rare occurrences in my life. I can count on one hand how many people I’m lucky to know who leave me feeling this way. One recent conversation was with Jim Marous, Publisher at The Financial Brand. If you’d like to listen to that conversation,…
CMO by Adobe Article On Quantum Computing Features Quote By Brian Solis
Solis is quoted in an article by CMO by Adobe contributing writer Mercedes Cardona titled “Can Quantum Computing One Day Solve All of Our Business Problems?” The author starts the article with a unique premise: “Autonomous cars that can avoid traffic jams. A computer that can create life-saving drugs. A robot portfolio manager that can predict and avoid risky investments. It sounds like Minority Report-type sci-fi, but these advances could become reality sooner than you think. These are the developments…
Brian Solis’ Keynote at PegaWorld 2019: The Humanization of CX In an Era of AI
“Pegasystems at PegaWorld showed their evolution toward the customer-facing emotional and behavioral by bringing uber-thought leader Brian Solis to keynote on the connected customer and customer experience. This signified a real evolution in Pega’s thinking yet, if you looked at their case studies and listened to the messaging, it was clear that they hadn’t forgotten their roots in BPM.” – Paul Greenberg, ZDNet In a keynote at PegaWorld 2019, Solis – billed on their site as a “leading digital anthropologist,…
Marriott International Prioritizes Innovation in Guest Experience to Cultivate Brand Loyalty and Drive Growth
There’s an old adage in business: A happy customer is a loyal customer. Focus on driving loyalty, and you cultivate a customer relationship that is not only special, but also incredibly rewarding for the business over a longer period of time. By putting loyalty at the center of everything, loyal customers become proud stewards of the brand, advocating their experiences and going out of their way to spend more time and money with the brand. In any given category, their…
Humanizing CX: Shifting from Customer Experience to the Customer’s Experience
Customer experience is powerful because it consists of two important ingredients, 1) people and 2) emotions. When we talk about CX as a matter of purpose and strategy, this is exactly where the phrases “put customers at the center of our business” and becoming “customer-centric” can and should come to life. But honestly, we don’t really design for people or emotions today. We design for what we think of as customer intent and in turn, invest in touchpoints, conversions, transactions…
Can AI Save the Retail Industry?
Over the years, I’ve studied retail innovation and also retail stagnation. Among the white hot trends propelling retail startups and giving legacy brands hope are artificial intelligence (AI), computer vision, Internet of Things (IoT), connected sensors and good old fashioned ingenuity. My friend Macy Bayern of TechRepublic recently wrote about the role AI is specifically playing in retail innovation. Her resulting article features insights from industry experts and innovators. I also wanted to share our unabridged conversation with you here……
