In 2017, I spent time with jrni to discuss the rising opportunity of true CX…not digital…not analog…just real world CX based on how everyday connected people were making decisions in their journey. I never shared the article. But, it’s time that I do. It’s more important now, I believe, than it was then. CX, customers experience, neigh, the customer’s experience is everything now…because it’s theirs. It’s an opportunity to deliver an experience that becomes an unforgettable, incredible memory. A memory…
Introducing #IgniteMoments: Customers Experience So Much Darkness in Their Journey, Optimize Digital Customer Experiences to Deliver the Light
Today’s customer journey is built upon decades of legacy infrastructure. Even with modernization, the relationship between digital and physical touch points are often disjointed, transactional, and in many cases, they just feel outdated. When I was asked to keynote DEEPCRAWL Live and share my ideas for a new future in marketing and search, I jumped at the opportunity. I had so much to share. In particular, I was anxious to preview the “Ignite Moment,” the moment that immediately follows micro-moments and…
Brian Solis Quoted Extensively in CMO Article On Real Customer Engagement
Solis’ belief that the “marketing function itself” needs to be reinvented is at the core of his discussion with CMO contributing writer Mercedes Cardona in her article “Real Customer Engagement ‘Takes a New Narrative.’ The foundation of her thesis is a quote in a new Altimeter Report that “Brands that leverage technology and data to be most visible in digital media when consumers are “mentally available” will live to see tomorrow.” The report, “Digital Experience Innovators: How Leading CMOs and…
Brian Solis Shares His Views on Customer Service in the Digital Age on Accenture’s new podcast “Marketing Disrupted” with special host Amber Mac
Solis was a recent guest on “Marketing Disrupted,” a new Accenture podcast hosted by Amber Mac with Brent Chaters. The series explores the evolving demands for CMOs and their organizations to thrive in the age of digital disruption. Solis was featured on an episode called “What Does It All Mean?” that also included guests Guy Kawasaki and Jeffrey Hayzlett. Solis spoke about what he had learned from his own personal transformation as chronicled in Lifescale regarding the deeper, darker impacts…
The Future of Customer Engagement Starts with an Upgrade in Human Perspective
Have you ever met someone with whom you instantly connect? Someone so welcoming yet wise and humble but so special that you become instantly inseparable…that they make you better and maybe you help them become better too? That’s my very special relationship with Paul Greenberg. Over the last few years, Paul’s set out to release his latest masterpiece, “The Commonwealth of Self-Interest.” He invited some of his closest friends to contribute including Bruce Temkin, Ray Wang,…
BRIAN SOLIS DISCUSSES CUSTOMER EXPERIENCE IN THE AGE OF DISTRACTION ON THE TECH UNKNOWN PODCAST
On Episode 3 of the Tech Unknown Podcast, Solis offered insights about enhancing customer experience in this challenging digital age in an interview with host Tamara McCleary, CEO of media analytics and consulting agency Thulium. In the discussion, Solis explained: 1) How to create more meaningful customer experiences; 2) How businesses can more effectively use data to promote customer engagement; and 3) How digital distraction affects employees, customer and business leaders McCleary posts several key quotes from Solis before the…
Brian Solis Is Quoted In a Customer Engagement Tips Article by CustomerThink
Solis offers great advice on how to tell a story as one of the tipsters in the article “5 Useful Tips from Experts in Customer Engagement” on Customer Engagement on CustomerThink.com. Mentioned as one of the innovators who “are driving business efforts forward in the age of digital transformation, Solis’ quote is #3 on the list under the heading “Tell a Story.” Identified as Principal Analyst and Futurist, Altimeter, Solis says, “CX of the future should be designed like a…
Brian Solis Interviewed By Customer Engagement Platform JRNI
In an article called “Spotlight on CX: Brian Solis, Altimeter Group,” Solis is interviewed by Shayna Wilczynski as part of a series of interviews about understanding the customer experience and where it is headed in the near future. JRNI is an enterprise customer engagement platform that offers appointment scheduling, queuing and event booking capabilities. Solis was asked such questions as, “What do you think have been the most significant advances in CX in previous years?” “How do you design the…
