“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……
Brian Solis Is Quoted Extensively in TechRepublic Article on Big Data and AI
Solis has a lot to say about personalized data, e-commerce and AI in a in a TechRepublic piece by Alison DeNisco Rayome on how big data and AI help online retailers compete in the digital era. The premise is that some brick and mortar retailers are seeking out services that leverage big data and personalization to increase e-commerce sales. Solis draws a unique distinction: “During the rise of big data, it was said that data was the new oil. In…
Brian Solis’ “Digital Darwinism” Is Referred To In A CIOReview Article Spotlighting Microsoft Azure
A trademark “Solis-ism” is prominently referred to in a CIOReview article in CIOReview by Rob Moyer, Senior VP, Cloud, Mobility and IoT for Syntex Corporation. The piece, titled, “Simplicity of Microsoft Azure’s IoT Solutions Makes Possible Rapid, Scalable Solutions,” the author discusses the promise of IoT technology and Microsoft’s huge $5 billion investment over the next four years in its Azure platform. He writes, “Microsoft is strategically positioning Azure at the center of that future by lighting up products…
Bullying, Hate, Conspiracies, Fake News, Negatively Impacts User Experiences and Advertising Value
“Social media has made too many of us comfortable with disrespecting people and not getting punched in the mouth for it.” – Ice T In real life… Free speech is not free from consequence. Spreading misinformation whether you aim to sow discord or because you actually believe it, is not free from consequence. Exchanging conflict for views, popularity and financial gain is not free from consequence. Inflicting emotional, psychological or emotional pain and aguish on another human being for any…
VentureBeat Features Webcast with Brian Solis and Two Hat Security on the Criticality of AI and Content Moderation
VentureBeat is set to feature famed digital analyst, anthropologist, best-selling author and keynote speaker Brian Solis along with Two Hat Security on an important discussion on the importance of AI, automation and responsible content moderation. Being called upon to strengthen content moderation has actually proven to be a plus for online communities, because it can actually boost user retention and encourage growth. “Leading platforms are also either not reacting until something happens, or they’re paying lip service to the issues,…
The Dynamic Future of Senior Living
Solis and fellow futurist Mike Walsh discuss the revolutionary future of senior living in an article spotlighting their unique individual views on a variety of related topics. According to Solis, the senior housing providers that “actively try to put themselves out of business” will be the most successful in 20 years. From voice tech to AI to robotics, technology is having an impact today and will have an even greater effect in the near and distant future, Solis believes. “All…
Brian Solis Quoted At The Top of an International Policy Digest Article On Innovation
In a cleverly written International Policy Digest (IPD) article (“Don’t Tell Us How To Make Watches”) that is ultimately about the importance of innovation and a forward thinking, growth driven mindset in the corporate environment, authors Munr Kazmir and Brooke Bell enjoy mentioning the shortsighted folks and companies that missed out on major success and profits due to limited thinking. The piece begins with two key quotes that introduce the theme, including this from Solis: “We are looking at…
