My dear friend Nathalie Nahai invited me on her popular podcast, The Hive, to discuss her new book and the future of tech, resilience, and leadership. I’d like to share that conversation with you here. Today I speak with the inimitable Brian Solis, a world-renowned digital anthropologist and futurist. An award-winning author and global keynote speaker, Brian’s research, advisory and presentations humanise the relationship between disruptive innovation and its impact on institutions, markets and societies. He not only helps audiences…
5 Steps to Building Brand Loyalty in 2021 and 2022
Photo by Andrea Piacquadio from Pexels I recently had the opportunity to deliver the keynote presentation at “Digitizing Your Customer Experience” organized by Traction on Demand. My topic focused on customer enchantment in a now digital-hybrid world, “Effective, Efficient, Experiential: Building Lasting Customer Loyalty.” Following my presentation, the team at Traction on Demand, summarized the key points in an eloquent, helpful article. I wanted to share it with you here… 5 Steps to Building Brand Loyalty in 2021 For anyone…
Salesforce Live Australia & New Zealand: The Future of Customer Experience, in the Age of Generation Novel
Please join me today at Salesforce Live Australia & New Zealand, April 22, 11:32-11:55am Sydney Time. The Future of Customer Experience, in the Age of ‘Generation Novel’ – Link The New Normal is for everyone else. The Next Normal is where everyone is racing. But not you. This rare Ctrl-Alt-Del moment is both a disruption and a gift. For the last 20 years, the world was changing because of digital. Now, the world has changed and it’s not going back….
Customer Service in 2021 and Beyond: Salesforce Study Reveals the Pandemic’s Lasting Impact
Source: Salesforce News & Insights As the serial crises of 2020 redefine customer engagement, customer service leaders are transforming their operations, accelerating digital transformation, and overhauling their workforce management strategies. That’s according to Salesforce’s fourth State of Service research report, released today, which provides a snapshot of the priorities, challenges, and trajectories of customer service teams around the world. This edition is based on Salesforce’s largest and most global survey of customer service agents, decision makers, mobile workers, and dispatchers:…
Through a Research Lens: What Captured My Attention in 2018 and What’s in My Purview for 2019
Prophet’s Emily Schreck recently interviewed the Altimeter analysts to spotlight some of the things that we never get a chance to share, such as what we’re working on, what has our attention and what’s on the horizon. Schreck’s piece is now live. This year has been a whirlwind for Altimeter’s famed analysts; Charlene Li, Brian Solis, Susan Etlinger and Omar Akhtar. The team has published several new research reports, presented keynote speeches at top global industry conferences, and helped some…
Why Do Customers Use Social Networks for Customer Service? Because They Can…
Every day, an increasing number of connected consumers are taking to social networks to ask for help or express sentiment related to business or product related experiences; some do so to seek resolution from their peers, others broadcast questions or comments as a form of catharsis; and a smaller group of consumers actually hope to receive a response directly from the company. The reality is that social media is the new normal. A myriad of social networks, whether you use…
