In an extensive article on ZDNet extolling the virtues of software giant Pegasystems and why they were a CRM Watchlist 2019 winner, Paul Greenberg ā President of the customer strategy consulting firm The 56 Group, LLC ā mentions Solis (an āuber-thought leaderā) in reference to his keynote on artificial intelligence (AI) in the enterprise at the recent PegaWorld 2019. In the CX section of a part of the article devoted to Pegasystemsā corporate narrative, Greenberg writes: āTo the credit of…
Brian Solisā Keynote at PegaWorld 2019: The Humanization of CX In an Era of AI
“Pegasystems at PegaWorld showed their evolution toward the customer-facing emotional and behavioral by bringing uber-thought leader Brian Solis to keynote on the connected customer and customer experience. This signified a real evolution in Pega’s thinking yet, if you looked at their case studies and listened to the messaging, it was clear that they hadn’t forgotten their roots in BPM.” – Paul Greenberg, ZDNet In a keynote at PegaWorld 2019, Solis ā billed on their site as a āleading digital anthropologist,…
Humanizing CX: Shifting from Customer Experience to the Customer’s Experience
Customer experience is powerful because it consists of two important ingredients, 1) people and 2) emotions. When we talk about CX as a matter of purpose and strategy, this is exactly where the phrases “put customers at the center of our business” and becoming “customer-centric” can and should come to life. But honestly, we don’t really design for people or emotions today. We design for what we think of as customer intent and in turn, invest in touchpoints, conversions, transactions…
Consumers Don’t Want Products And Services, They Want Experiences
Following my presentation at Adobe Summit, I sat down withĀ CMO.com‘s Giselle Abramovich (also my dear friend) back stage to discuss the importance of experience design and the future of brand in a digital economy. I also got to share the inspiration behind,Ā X: The Experience When Business Meets Design. In this in-depth interview, we also explored my research, work and ideas about how every company should re-imagine brand for an era of digital Darwinism. The questions and answers cover…
The End of Business as Usual Rewire the Way You Work to Succeed in the Consumer Revolution – GetAbstract
For those who don’t have the time to read an entire book, but still need the benefits of doing so, I present to you…GetAbstract. I’m proud to announce that The End of Business as Usual Rewire the Way You Work to Succeed in the Consumer Revolution is now available, along with X, WTF, Engage!, and others! — Before the Internet and social media, consumers who didnāt like a store told a few friends, sent an angry letter or just never…
Customers Don’t Care About Employee Experience When It Comes to CX
Customers don’t care about the realities of our business, its limitations, risk averse culture, regulations, politics, etc. The customer’s experience must begin with the experience customer have and ultimately the experience they should have. Credit: Biz Advisory Group
How Hyundai is Driving CX Innovation by Connecting Customers to Dealerships Via Mobile-First Journeys
New Hyundai store in Bluewater Shopping CentreTodayās customer is more connected, informed and empowered than ever before. They expect information and services on-demand and they increasingly expect personalized engagement regardless of channel. Customers value modern experiences that are seamless, efficient and assistive across their devices and many times this is the deciding factor of which brand to purchase. For those of us who have recently been in the market for a new car, researching a big decision like that is…
The Much Overdue Rise of Experience and Service Innovation
The number of fantastic experiences we have with businesses in moments of truth, usually in time of need and help, are so isolated, that we tend to remember and talk about them over and over again. Most of the time, when we need support, the cumulative experience is nothing short ofĀ abysmal. In most cases, we have to schedule time and work up the nerve to contact the companies we give money to just to gain some level of already expected…
WTF!? What’s the Future of Business: Changing the Way Businesses Create Experiences
It’s amazing what you discover after sorting through years of files just waiting for attention… GetAbstract takes great books and summarizes them for today’s busy executives and entrepreneurs. One such book is, What’s the Future of Business aka WTF. For those who do not want the rich visual and immersive analog experience, GetAbstract has done the hard work for you. There’s also an audio summary available (click the mp3 icon). And, while you’re there, it seems I have an entire…
Experience Design is a Catalyst to Innovation and a Driver for Business Growth
Bryan Adams hosts a great podcast on creativity and storytelling called “Getting Goosebumps.” Shortly after publishing X: The Experience When Business Meets Design, Bryan invited me to be on the show and I’m sure glad he did! What a great conversation! Ā I’ve included it below… Getting Back to Customer Centricity with Brian Solis For this weekās episode of Getting Goosebumps, I had the chance to chat to Brian Solis. Brianās the principal analyst atĀ Altimeter GroupĀ and a sought after keynote speaker….
