More than a decade ago, I created this trailer for my book, X: The Experience When Business Meets Design. For reasons I can no longer remember, I never released it. It became a lost trailer from the digital era. Yet the idea behind it may be even more important in the AI era. At the time, customers were changing faster than the experiences companies designed for them. Digital, mobile, and social technologies were reshaping how people communicated, discovered, purchased, shared,…
In the Era of AI, Human Experience is the Killer App
I had the privilege of keynoting UserTesting conferences in San Francisco and New York. It was my third and fourth UserTesting event respectively, which I guess makes this a situationship now. 😍 The theme was experience innovation in an era of AI. The real message wasn’t really about AI. It was about people. It was about how human beings are changing faster than the experiences designed for them. It was about why, in this new era of increasingly ‘intelligent’ machines,…
CX Network Names Brian Solis a Top AI Leader in CX To Follow
CX Network announced its guide to the top 50 AI leaders to follow in CX for 2026 and Brian Solis is on the list! his year’s list highlights individuals from across the globe who are redefining how technology and human insight come together to elevate customer experiences. As artificial intelligence (AI) accelerates across industries, its promise to transform how we work comes hand-in-hand with very real concerns about unemployment: recent data from the National University suggests that 30 percent of…
Brian Solis Joins Be Customer Led Podcast to Reimagine Customer Experience in the Age of AI
In this episode, we welcome Brian Solis, Head of Global Innovation at ServiceNow, a nine-time best-selling author, keynote speaker, and digital futurist. Starting the conversation, Brian shares the inspiration behind his latest book, “Mindshift”, and emphasizes the importance of empathy and a truly customer-centric mindset. Through examples from Amazon, Disney, and IKEA, Brian illustrates how organizations can create meaningful and memorable experiences that drive both loyalty and growth. The conversation also explores the evolving role of AI, shifting from automation…
Brian Solis on Mindshift: Reimagining Customer Experience in the Age of AI
In this episode, we welcome Brian Solis, Head of Global Innovation at ServiceNow, a nine-time best-selling author, keynote speaker, and digital futurist. Starting the conversation, Brian shares the inspiration behind his latest book, “Mindshift“, and emphasizes the importance of empathy and a truly customer-centric mindset. Through examples from Amazon, Disney, and IKEA, Brian illustrates how organizations can create meaningful and memorable experiences that drive both loyalty and growth. The conversation also explores the evolving role of AI, shifting from automation…
AI cannot build intuition, understanding, or empathy
AI cannot build intuition. AI cannot build understanding. AI cannot build empathy. You have to know your customer. Once you know them, you begin to care about them. That’s when you shift from looking in the rearview mirror and reacting to their actions to activating empathy, anticipating their needs, and innovating toward more meaningful and desirable products and services. 💡😍
X: The Experience When Business Meets Design Named to Best Customer Experience Books of All Time List
When Brian Solis published X: The Experience When Business Meets Design, it was lauded as one of the best books to capture the zeitgeist of the digital revolution while laying out a practical blueprint to lead the future of modern customer experience design and innovation. Even today, the book still leads the way forward, especially in an era of generative AI. And as testament to its endurance relevance and value, Bookauthority just announced X as one of the “Best Customer…
Brian Solis to Explore the Future of Customer Experience Innovation at CX Midwest May 2024
Brian Solis will keynote CX Midwest on 14 May, 2024. Brian’s keynote is titled, “Experience Innovation: The Rise of Generation Novel and the New CX Imperative.” Description: Brian Solis is a world-leading digital anthropologist, best-selling author, and innovator in experience design. His research went into overdrive these last few years, combining the evolution of digital, mobile and social with the incredible effects of the pandemic, and now, how it all converges with AI, spatial computing! In this eye-opening presentation, Brian will share his insights into the…
Bringing Humanity Back to Service, Sales, and Marketing
The thing I really like about my work is the ability to see the things that most of us are just too busy — or maybe distracted or biased — to see in order to bring people together for a greater purpose. These are the wonderful words of Brian Solis, Head of Global Innovation at ServiceNow, keynote speaker, and 8x best-selling author, on what inspires him in his work. It can be easy for anyone working in marketing, sales, or…
Brian Solis Named Top 50 Customer Experience Leader by CX Network
CX Network named Brian Solis as one of the top customer experience leaders to follow in 2023. Click here to learn more about the other 49 leaders! CX Network presents its guide to the top customer experience influencers you should follow this year CX Network is delighted to present its guide to the top customer experience thought leaders we believe you should follow in 2023. Spanning five of the world’s six continents (only Antarctica is missing so far – watch…