Via David Millili, CEO at LodgIQ, HospitalityNet What defines world-class guest service? Is it personalized offers or a value-driven loyalty program? Is it a timely reply sent back to an unsatisfied guest review? Is it flexible stay options or policies? Is it an engaging social media presence? Guest service can be all of these things… and with the demands accelerated by the pandemic, it has also become so much more. The problem with defining guest service in any singular way…
INFOSECURITY Magazine: Solving the Gen-N Security Dilemma
Via Infosecurity – Simon Wilson CTO, UK and Ireland, Aruba Networks No matter the industry you’re in, hybrid work is the talk of the town. How do you enable it? What considerations do you need to make for employees? There are a range of questions to ask, but perhaps one thing that is glanced over is how the behaviors of employees drive your hybrid strategy. Cast your mind back a year and a half; likely you were working remotely. This…
Zoom’s Work Transformation Summit: Humanizing the Customer Experience
Zoom is part of our everyday life now, creating new windows into work, entertainment, education, and augmenting how we communicate with one another and how we experience events and engagements…together. I was honored to join Zoom’s Work Transformation Summit and have the opportunity to share the virtual stage with Chief Product Officer Oded Gal. The event explored “how to deliver impactful customer experiences” in hybrid world, one where virtual interactions are the new normal and digital- and mobile-first behaviors open…
Futurist Keynote Speaker: The Rise of Generation-Novel, New Leadership, and How the Post-Pandemic Consumer and Employee has Changed Forever
Futurist keynote speaker Brian Solis introduces a new speech to his menu of popular topics. The Rise of Generation-Novel, New Leadership, and How the Post-Pandemic Consumer and Employee has Changed Forever We all know the story of how businesses experienced 10 years of digital transformation in the first several months following pandemic shutdowns. But companies weren’t alone in their digital disruption. People too had to learn how to adapt to a digital-first world practically overnight. Customers changed. Employees changed. Yesterday’s…
Generation Novel hybrid workers bring new demands and risks
During the pandemic, Brian Solis’ research at Salesforce led him to coin two important trends, the Novel Economy and Generation-Novel, to describe how the pandemic reshaped customer behaviors to set the stage for a hybrid post-COVID 19 economy. Ariba, a Hewlett Packard Enterprise company, cites his research in a new report, “A hybrid workplace for a hybrid workforce: Is your business ready to support Generation Novel?” As coined by digital analyst Brian Solis, those who belong to Generation Novel are…
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…
Entrepreneur: Your Top 4 Questions About 2022, Answered By the World’s Top Superforecasters
Adam Soccolich interviewed Brian Solis for the December 2021 issue of Entrepreneur. The article made the print edition and is also available at Entrepreneur.com (subscription required). Your Top 4 Questions About 2022, Answered By the World’s Top Superforecasters Consumer Behavior What will customers want or expect more of? Beyond the oft examined categories of millennials and centennials, a new generation of consumers that I call Gen N — thatʼs N for ‘novelʼ — are now driving business transformation. It comprises…
CIO: Generation Novel – Survey Reveals Potential Opportunities and Security Threats CIOs Face with A Hybrid Workforce
via CIO The workforce has learned from COVID-19 challenges, and now Generation Novel demands more flexibility, security, and digital-first experiences. This shift in the traditional work environment, mindset, and experience of the workforce, has spawned an entirely new cross-generational cohort dubbed “Generation Novel,” or Gen-N, for short. Coined by digital anthropologist Brian Solis, Gen-N describes a collection of people who thrive on digital-first experiences, and place greater value on personalization, customization, and transparency from the brands they buy from, work…
Generation C and why healthcare must adapt to meet their expectations
via Jason Considine, MedCityNews Who is Generation C and how will healthcare adapt to meet their expectations? The term “Gen C” was first introduced circa 2012 by futurist Brian Solis as a way of describing a generation of connected consumers defined not by their age, geography, or income but by their hyper-connected, mobile-first mentality. While the term “Gen C” was first introduced circa 2012 by futurist Brian Solis as a way of describing a generation of connected consumers defined not…
Shifting Strategy from Customer Experience to the Customer’s Experience
Originally published at CMO Perspectives by Jessica Denny The pandemic transformed us into a digital-first society, and now digital-first customers are driving total market transformation. World-renowned digital anthropologist and futurist Brian Solis is Salesforce’s Global Innovation Evangelist. Recently, he led a CMO Club virtual roundtable about how the pandemic’s hyper-acceleration to digital substantially changed the opportunity to improve customer relationships. It starts by recalibrating our perspective and seeing the world through their experiences. In a digital-first world we meet our…
