Businesses are doubling down on customer experience and rightfully so. The customer has never been more connected, informed and empowered. Any brand hoping to survive and thrive in an era of digital Darwinism has no choice but to #adaptordie. But customer experience in of itself is not enough. Brands must understand what it means to compete at a time when people are not only changing, their priorities around values, aspirations and loyalty are also shifting. Humanity is now the killer…
Connected Customer Experiences Are at the Heart of Digital Transformation
The word “digital” can be misleading. Digital transformation is about how people and their behaviors, expectations, and preferences are changing. Customer experience (CX) is one of the most important trends in business today as it brings companies closer to customers and customers closer to brands. But CX is also so much more. The work toward creating more relevant, meaningful and productive customer experiences also places your company and employees on a path toward business transformation. But this isn’t change for…
Human-centered CX: Uniting stakeholders across the enterprise
Customer experience is said to be a top business priority for most companies around the world. Many experts agree that investing in CX establishes a competitive advantage against companies that choose to solely prioritise the bottom line. While customer experience is a noble and important catalyst for business transformation, becoming truly customer-centric requires an introspective approach. This takes stepping back to define what customer experience really means from the customer’s perspective – what they truly value and also what’s primed,…
![The 7 Success Factors of Social Business Strategy [INFOGRAPHIC]](https://briansolis.com/wp-content/uploads/2015/04/Altimeter_7Success_Factors_psd-1024x738.png)
The 7 Success Factors of Social Business Strategy [INFOGRAPHIC]
Over the years, my partner Charlene Li and I authored a series of research papers and also a short book on the evolution of social businesses, from philosophy to strategy to practice. Along the way, we also produced an effective maturity model and infographic that documented the six stages of social business transformation. This work would eventually pave the way toward my focus on digital transformation and innovation today. Now, after all this time however, I wanted to share the…
Salesforce Listens to Market Trends, Acquires Radian6 for $326 Million
Boom Boom Pow. Salesforce, a purveyor of cloud-based solutions for customer relationship management (CRM) & collaboration for enterprise organizations and small businesses announced that it is acquiring social media monitoring platform Radian6 for $276 million in cash and $50 million in stock. Radian6 is used by more than half of the FORTUNE 100 and companies like AAA, Dell, GE, Kodak, Molson Coors, Pepsico, and UPS to monitor, analyze and engage in social media conversation. Chairman and CEO of Salesforce Marc…
