Business as a construct needs a reset! And our current disruption is that moment. In this special Salesforce Executive Conversation, VP and global innovation evangelist Brian Solis and Leandro Perez, Vice President of Marketing for Salesforce Asia Pacific, explain the new mindset required for true customer-centricity, and how humanizing technology can put the magic back into customer service. Everything is different from the way we used to work yesterday. When we innovate by creating new value, using service to get…
In a Digital-First World, Ignite Moments Reimagine Omnichannel Journeys from Customer’s Experience
Try a simple exercise the next time you plan your CX, marketing, service, and commerce strategies. Add an apostrophe “s” to make customer experience possessive. It’s really about the “customer’s” experience that counts for everything. And as a result, that perspective will change the way you design your omnichannel strategy and your customer’s journey at the edge. It will center how you design touchpoints, engagement, and shape experiences from a position of empathy. I call this designing for #Ignitemoments. I…
What’s Standing Between Your Business Transformation Strategy and the Experiences Customers are Seeking
Originally published on the Salesforce “360 blog“ Customers care about end-to-end experiences, not how your company is organized. Business leaders are quick to say that a connected customer experience is a major business priority. But the truth is that they are struggling to do it well. New data captures the gap between business and digital transformation and the integrated experiences customers desire. Countless growing departments, new services abound, and the truth remains: Customers have to see you as one company….
Generation novel: How to engage the new post-pandemic customer
Following his keynote at ClickZ Experience, Brian Solis sat down with Elizabeth Roscoe to talk about Generation-Novel, the cross-generation psychographics segment of post-pandemic customers. The original interview is posted at ClickZ. Summary Customer needs have changed as a result of the pandemic and so must the ways of marketing to them Digital empathy is key to informing marketing decisions Read on for valuable insight from digital pioneer and best-selling author Brian Solis very brand has a style guide and every…
Healthcare Transformers: A Two-Part Series Defining the Future of Patient Experience by Brian Solis
What’s the future of patient experience? What’s the future of caregiver experience? Brian Solis penned an innovative two-part series for HealthcareTransformers that addresses the answers to these questions and more. Solis also explores the potential of digital, physical, and hybrid experience design in a digital-first world with mobile and Web 3.0 transforming patient expectations. The ideas and lessons go beyond healthcare and affect customer experience innovation in industries including retail, travel and hospitality, automotive, and any customer-facing industry. Part 1:…
Special Report: A Blueprint for Becoming a Customer-Unified Company; Making the Customer’s Experience the Heart of the Enterprise
Customer experience is the number one priority as ranked by executives around the world. Even though most may say theyāre already ācustomer-centric,ā the reality is that only 15% say they have both a single (360-degree) view of customer data and the organizational structure to make use of those insights.Ā At Salesforce, I recently had the opportunity to work with Harvard Business Review Analytic Services (HBRAS) on a survey of 1,100 executives around the world exploring how to meet the future…
Digital Experience Is Your Brandās Superpower
A special video/audio conversation recorded for the Invoca Summit that explores how #DX will shape #CX. Description: A conversation between Kenneth Kinney, host of “A Shark’s Perspective” and Brian Solis, the Global Innovation Evangelist at Salesforce; a world-renowned keynote speaker often referred to as one of the greatest digital analysts of our time; and an award winning author of eight best-selling books including āLifescale: How to Live a More Creative, Productive, and Happy Lifeā. Video version here.
100 CX Thought Leaders That Are Changing The CX Game
via Survey2Connect Customer Experience has become the top priority for brands and businesses all around the globe. It can be seen in the increased investment in customer experience and extra focus on providing impeccable customer experience alongside a great product. But at the heart of the amazing customer experience lies our customer experience heroes, who through their vision, bring the game-changing CX strategy. On World CX day, we bring to you a list of 100 CX leaders from all around…
Shifting Mindsets from Customer Experience to the Customer’s Experience
I recently had the opportunity to partner with my colleague Jon Suarez-Davis on a fireside conversation for the CMO Club. What an incredible experience to hear from so many CMOs leading through change in these uncharted times.Ā Jessica Denny summarized the conversation at CMO Perspectives and it’s well worth your time. Please take a moment to read (and share!) Thank you. The pandemic transformed us into a digital-first society, and now digital-first customers are driving total market transformation. World-renowned digital…
readwrite: Customer Experience Speakers for Your Event
Readwrite published an article that lists the top CX speakers for events exploring customer trends and the future of behaviors, expectations, and preferences. Brian Solis was named to the list along with many of his long-time friends As a pioneer in digital anthropology, we believe Brian should be ranked at the very top of the list for events where audiences need to understand the human side of the evolving digital story. Brian outlines in a very approachable and engaging way…
