My good friend and journalist Dan Tynan wrote two exceptional pieces on digital transformation in Adweek, “5 Steps for Digitally Transforming Your Marketing to Be More Responsive to Customer Needs” and “Why Old-School Brands Like Gap Need to Learn New Tricks to Survive in the Digital Age.” If you’re not in marketing, please don’t stop reading yet! This is bigger than marketing. This is about organizational innovation and transformation. Dan and I spent time together talking through what digital transformation…
The Next Round of Modern Commerce Disruption
The evolution of modern commerce is underway. Every day, we are introduced to new, niche players that introduce new personalized product and business models. At the same time, traditional retailers are learning how to innovate and also acquire innovative startups to introduce new capabilities, expertise and leadership into the fold. And of course, Amazon only continues to disrupt on all fronts. At the heart of this rapid evolution and revolution is emergent technology such as AI, machine learning, mobile, conversational…
How Digital Disruption is Changing Customer Experience
Oracle invited me to present at its Modern Customer Experience event in London. That was one of the most memorable speaking experiences I’ve had to date. Have you ever been to a silent disco aka silent rave aka silent DJ party? If not, the premise is that it’s loud and quiet at the same time. Essentially, people dance to music via wireless headphones. Rather than using a speaker system, music is broadcast through a common signal being picked up by wireless…
Great Customer Experiences an Upgrade to Executive and Management Mindsets
It’s a new year and not necessarily another step forward. This isn’t the first time I’ve used this profound picture by Banksy as inspired by Meek. It always inspires me to spread my wings as a change agent. In my research, I find time and time again that digital transformation and corporate innovation is spurred by customer experience. The reality is that customers, as a result of their relationship with technology and the resulting digital transformation of their personal and professional…
Defying Demographics: Generation-C, Today’s Hyperconnected Consumer ‘Generation’
Not that long ago, I spent time with Kevin Delaney and the digital transformation team at Cisco’s Connected Futures to explore the evolving consumer landscape. My research and ongoing work with Google continues to show how and why people are changing and how businesses must transform through digital and also human approaches. Technology isn’t the answer, it’s a means to solve problems and create opportunities tied to how people are changing. As part of a deeper conversation and project with…
Is technology creating a narcissistic society?
Part 2 in a media tour series for my 2016 keynote at Digital Business World Congress (DES) in Madrid, Spain. This interview is with Expansión, “La tecnología está creando una sociedad narcisista.” Technology is creating a narcissistic society We all talk a lot about change, but how can we change ourselves? This question refers to a famous quote by Russian novelist Leo Tolstoy, “We all talk of change but we don’t talk of changing ourselves.” To change ourselves requires us to first…
What does the future of CX look like? Here are some of the most promising predictions
What does the future of CX look like? That was the question asked by CMO.com shortly before the new year. The result is an impressive list of predictions offered by some of the brightest minds working to make the future of CX a reality today. This is What the “CX of the Future” Looks Like The entire list is worth your time and study. Here are some of my favorites: “The CX of the future will be a combination of ultra-convenient…
Business as Usual is Still Business as Usual: An interview about the real state of digital transformation
Diginomica’s Jon Reed is someone I greatly respect. He’s one of the most discerning and shrewd voices on business modernization out there. I recently had the opportunity to speak with him about the state of digital transformation and the importance of change agents in the evolving enterprise. Every time I have the chance to speak with him, I come away more enlightened and determined. I wanted to share our conversation with you here: Digital transformation may be overhyped, but so…
The Purpose of Brand and CX in the Era of Human Experience
It’s time to design experiences you want people to have, remember and share. Customer experience is the new marketing and customer experiences (what they have, feel and share) become the new “BX” (brand experience). More importantly, CX becomes a way of doing business that permeates and reshapes every facet of how and why companies operate. It’s about purpose, vision and meaningful engagement…not corporate mission and vision statements, taglines and creative campaigns. Image courtesy of RantandRave. About Brian Brian Solis is…
The Future of Experience Design
It’s amazing to me how many companies still don’t “see” the customer when it comes to customer experience. While everyone talks about Customer Experience (CX) as the new black, most companies miss the real opportunity to be customer-centric. They don’t actually think about experiences from the perspective of the people they want to reach. Customers are evolving. Business processes and mindsets are not keeping up. As a result, they’re limited in the ability to design experiences that matter to an…
![While AI learns and gets smarter and smarter, I spend my time preparing for the future by… [fill in the blank].
The most important skills of the future are human…
#creativity, #imagination, #individuality, #criticalthinking, #empathy
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Artist: @asiersanznieto
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