My friend Nick Davis leads innovation and customer experience at Reaching the Future FasterĀ and faculty chair for corporate innovation at Singularity University. Late in 2019, Nick and I were talking about his upcoming book, “Future Ready: A Changemaker’s Guide to the Exponential Revolution.” When I read the draft, I immediately had an idea for a foreword. We agreed. My request was that I could share it here with upon release. Future Ready is a how-to guide for changemakers who are…
The Humanization Of CX In An Era Of AI
AI is promising the automation of customer engagement to scale intelligent, real-time CX to survive digital Darwinism. The future has two possibilities however. We can automate and scale the standards and capabilities for CX as weāve come to define and shape them over the decades. Or, we can use AI as a mechanism to deliver personalized, on-demand experiences that connected customers are learning to expect from their favorite digital-native apps and services. In this special session at PegaWorld 2019, I…
2020 Enterprise Technology Trends: Digital Transformation, AI, Cognitive Automation and Quantum Computing
Karen Roby is a veteran reporter for TechRepublic and ZDNet. Every so often, we get together to talk the latest tech trends and explore how organizations can successfully navigate their path forward. In our latest conversation, we talk about the state of digital transformation, quantum computing, customer experience, and enterprise innovation. Please watch the video here. Full article here. Analyst Brian Solis explains why he is also excited about quantum computing, cognitive automation, and robotic process automation. Karen Roby: You…
Brian Solis Nominated to Join Global Innovation Institute’s Board of Advisors
Brian Solis has been nominated to Global Innovation Institute‘s board of advisors. GInI is the worldās leading professional certification, accreditation, and membership association in the field of innovation. “When you look through a lens of past experience, it can be hard to see what’s right in front of you. But once you see things through a lens of possibility, with wonder and without bias, you’ll wish you had only seen it sooner.”
Google’s Meena Chatbot Could Humanize Conversational AI, But Are Enterprises Ready to Invest in More Intuitive Digital Customer Experiences
TechTarget’s Don Fluckinger is a friend and a highly regarded tech journalist. He recently rounded up dome of the industry’s leading CX and AI experts to explore Google Meena’s next-generation conversational AI. He always brings together a great group for a productive and thoughtful conversation! For context, chatbots today are largely used in rule-based engagements, sitting onĀ top of structured data to perform a set of focused operations. They connectĀ customers to common information or facilitate everyday transactions. In the more effective…
TechTarget Asks Brian Solis About Google’s Meena AI Chatbot and Its Role in CX Innovation
TechTarget’s Don Fluckinger rounded up industry experts to explore Google Meena’s next-generation conversational AI. He always brings together a great group for a productive and thoughtful conversation. Leading digital analyst Brian Solis believes that Meena represents a potentially significant leap forward in conversational AI. Today, chatbots are largely used in rule-based engagements, sitting onĀ top of structured data to perform a set of limited operations. They connectĀ customers to common information or facilitate everyday transactions. In the more effective cases, AI is…
Top Digital Transformation Trends in the Enterprise
Frost & Sullivan released its latest analysis, “Top End User Priorities in Digital Transformation, Global, 2019.” Key findings include: The retail (44%) and transportation (43%) sectors are ahead of others in their digital transformation. More than two-thirds of companies feel that the sales and marketing department will be the most impacted department by their digital transformation. Enhancing customer experience, digital presence, and sales and marketing effectiveness are the three major drivers for IT/telecom investment over the next two years. Improving…
The Financial Brand Explores The Reasons Why Most Digital Banking Transformation Efforts Have Stalled
According to The Financial Brand… While there is an almost universal awareness of what needs to be done to digitally transform financial institutions, research from the Digital Banking Report shows that the progress is still slow to non-existent at most organizations. This is a recipe for failure in todayās banking ecosystem. The report, sponsored by Pega, includes a quote from leading digital analyst Brian Solis… According to Brian Solis, companies that say their digital transformation efforts are focused on specific…
The Role Boards of Directors and Shareholders Should Play in Guiding Business Innovation and Digital Transformation
My friend Raj Singh is the Chair of the Institute of Directors (IoD)Ā in the UK. IoD has over 30,000 directors as members serving as board members for listed and unlisted companies. For one of its quarterly breakfast club meetings, I was asked to share my views on the role boards of directors need to play in guiding digital transformation and business innovation. Raj also asked for me to discuss the role of customer experience as a catalyst for change. I…
2020 Prediction Series: Digital Transformation Becomes a Strategic Enabler of Business Modernization and Innovation Strategies
Thinkers360 assembled B2B thought leaders to share their 2020 predictions for digital transformation as part of its annual prediction series. TheĀ series is intended to help provide actionable insights for business and technology executives. There are some great thoughts included. I wanted to share my contribution with you here. Digital Transformation = Business Modernization + Innovation In 2020, digital transformation will start to become synonymous with business modernization and innovation. Companies are still investing in the ādigitalā side of digital transformation,…
