Just months before the pandemic, I joined Comcast innovation executives, eWeek, and a host of CX experts to explore the next trends in CX and digital innovation. Following the roundtable discussion, I joined my friends at The Cube and Silicon Angle to dive deeper into conversations about shifting consumerism, the role of innovation in digital products and services and also digital experience design, as well as measuring ROE (return on experiences). Post Pandemic, the conversation seems like it happened a…
Silicon Angle Interview With Brian Solis Focuses On Customer Expectations and the Increasing Importance of Experience to the Design Process
Solis is featured in a SiliconANGLE article by Betsy Amy-Vogt titled “Designing for the accidental narcissist: Focus on experience is driver for Gen C innovation.” The article is based on a podcast interview of Solis by Jeff Frick, host of theCUB, SiliconANGLE Media’s mobile livestreaming studio, during the Comcast CX Innovation Day event in Sunnyvale, CA. She begins her article by writing: “Experience is what counts. An incoming wave of connected consumers — known as Generation C — are not…
Brian Solis Discusses Voice Remote and Return on Experience In Interview by theCUBE! On Comcast Innovation Day
Solis sat down for a 12-minute interview with Jeff Frick of theCUBE at the Comcast Silicon Valley Innovation Center in Sunnyvale, CA. Their chat was centered around “customer experience day,” a gathering of Comcast executives and thought leaders in the customer experience base. Some Solis quotes from the interview: “Today’s conversation has been a spotlight on what’s most important, most important, which is innovation not for the sake of innovation, but innovation for the sake of pushing the customer experience…
The Much Overdue Rise of Experience and Service Innovation
The number of fantastic experiences we have with businesses in moments of truth, usually in time of need and help, are so isolated, that we tend to remember and talk about them over and over again. Most of the time, when we need support, the cumulative experience is nothing short of abysmal. In most cases, we have to schedule time and work up the nerve to contact the companies we give money to just to gain some level of already expected…
Brand Innovation and Customer Experience Design: An Interview with Comcast’s Chris Satchell
The potential for breakthrough innovation is at its greatest when there’s purpose. And in an age of disruptive technology, humanity is becoming a killer app. Often in my research on digital transformation and innovation, I find the most compelling catalyst for finding purpose and accelerating change and improvement is customer experience (CX). Think about it. Who owns the customer experience? Yes. The customer owns it. That might seem like one big “duh.” But, believe it or note, many organizations are…
How Social Customer Service is Changing the Culture at Comcast
Comcast and service are two words that have been closely aligned and analyzed since Frank Eliason initiated the @ComcastCares program on Twitter. Eliason built a new channel for engaging customers to solve their problems. More importantly, he also developed a new infrastructure at Comcast to learn from their experiences. Frank has since joined CITI, but before his departure, he solidified the future of @ComcastCares by placing it in the hands of Bill Gerth and Kip Wetzel. Under the direction of…
