By Jessica Denny, The CMO Club Brian Solis, Digital Anthropologist and Global Innovation Evangelist for Salesforce believes the pandemic fundamentally changed us all, calling it an epochal moment. During the 2021 CMO Club Innovation and Inspiration Summit, Brian shared how people are spending more time in the digital world than ever, but at the same time, they have stronger preferences about what they want from brands. Customers want more than a transactional experience: they want to feel like brands are aligned with their…
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. 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…
Salesforce Live Australia & New Zealand: The Future of Customer Experience, in the Age of Generation Novel
Please join me today at Salesforce Live Australia & New Zealand, April 22, 11:32-11:55am Sydney Time. The Future of Customer Experience, in the Age of ‘Generation Novel’ – Link The New Normal is for everyone else. The Next Normal is where everyone is racing. But not you. This rare Ctrl-Alt-Del moment is both a disruption and a gift. For the last 20 years, the world was changing because of digital. Now, the world has changed and it’s not going back….
Designing for Digital-First Customers: Focus on Experience as a Driver for Breakthrough Innovation
Experience design and innovation are key differentiators and beacons for the way forward – especially in these times of disruption. While it’s counterintuitive to think about investments when everyone else is exploring cost-cutting, this is exactly the time to break new ground. Those who study customer dynamics, needs, emotions, and aspirations to reveal meaningful and empathetic ways to innovate will succeed in business and in customer relationships. That’s power, and urgency, of designing human-centered experiences. The challenge lies in breaking…
Introducing #IgniteMoments: Customers Experience So Much Darkness in Their Journey, Optimize Digital Customer Experiences to Deliver the Light
Today’s customer journey is built upon decades of legacy infrastructure. Even with modernization, the relationship between digital and physical touch points are often disjointed, transactional, and in many cases, they just feel outdated. When I was asked to keynote DEEPCRAWL Live and share my ideas for a new future in marketing and search, I jumped at the opportunity. I had so much to share. In particular, I was anxious to preview the “Ignite Moment,” the moment that immediately follows micro-moments and…
