Patrick Watson of industry blog UCToday recently did an extensive talk with Brian Solis for their “OutLoud” podcast, discussing the future of collaborative contact centers. Excerpt: The philosophy of customer experiences is that we have to figure out as an organisation, as executives, that this isn’t a cost centre, it’s an investment in improving CX and it’s so important. Listen to entire podcast at UCToday
PhocusWire: Reimagining Customer Experience, Part 2: Brian Solis on Iteration vs. Innovation
Mitra Sorrells of travel-research website PhocusWire recently conducted an extensive interview with Brian Solis concerning customer experience, strategy, the unique challenges of mobile marketing, and a lot more.
The Human Dimension of Innovation and Digital Transformation
Any time I get to visit Madrid, Spain (España!), I take it. It’s where my mother was born and it’s where much of my family still reside. I used to visit every other year going back to my earliest of years. I miss it, I miss my family and I hope to visit again soon. During my last trip, I had the opportunity to partner with BBVA and Oracle to present to executives from Spanish companies on the state and…
The Importance of Experience Design and the Future of Brand
Customers today are accidental narcissists. Tomorrow is an entirely new game brands, CX strategists and marketers. Disruption is a gift either given to you or by you. Knowing this, we are still making mistakes in creating meanignful experiences to a new generation of connected, impatient and demanding customers. We get stuck in legacy thinking, playbooks and metrics rather than innovate and disrupt to fully capitalize on new digital opportunities. Following my presentation at Adobe Summit, I had the opportunity to…
How Digital Disruption is Changing Customer Experience
Oracle invited me to present at its Modern Customer Experience event in London. That was one of the most memorable speaking experiences I’ve had to date. Have you ever been to a silent disco aka silent rave aka silent DJ party? If not, the premise is that it’s loud and quiet at the same time. Essentially, people dance to music via wireless headphones. Rather than using a speaker system, music is broadcast through a common signal being picked up by wireless…
Exploring digital transformation and influence
I constantly face a challenge in that I spend so much time researching and writing that I barely have time to promote my research and writing. I often think, “what’s the point of doing all of this work if no one will see it!?” In a rare moment however, I was able to spend time with Onalytica to take about my areas of study, how I got here and who/what influences me. I hope it helps you… HOW DID YOU…
Digital Transformation Through a Global Lens
Part 3 in a media tour series for my 2016 keynote at Digital Business World Congress (DES) in Madrid, Spain. This interview is with i9 Magazine, “O mundo digital visto por peritos internacionais.” Digital Transformation Through a Global Lens Digital revolution is happening. What are the buzzwords we must follow? Big Data, machine learning, smart cities, IOT, 4th industrial revolution,….? The digital revolution is has been happening for decades and it will only continue to change how we work, learn, communicate…
Is Your Marketing Strategy Aimed at the Present or the Future?
If you’ve designed your marketing strategy around what your market expects today, you may want to revisit it. Why? Your market will expect something different in the future. And that future is starting to arrive now. When I’m not deep in the weeds studying Digital Transformation, Innovation, Experience Design and Culture, I’m incessantly thinking about brands of tomorrow and what it takes to be relevant to an evolving society. I recently spent some time with Qlutch CEO Jim Sagar to explore…
Sharing a Personal Story – A Rare Glimpse into What Inspires Me and How I Got Here
Believe it or not, I’m a private person. I know it seems ironic. After all, I was one of the early group that worked to bring social media to the forefront in the early 2000s. But, I still tend to not share personal information online. I do however, share my work freely with everyone in the hopes of creating a community of betterment in business, government and society. There are rare occasions however when I do open up to share stories that…
It’s Time to Change How Companies Perceive Customer Experience (CX)
Last year, I spent time with Mark Johnson, CEO and CMO of Loyalty360, to discuss all things Customer Experience (CX). The conversation was so rich, it resulted into a two-part series exclusively for the Loyalty360 community. Now however, I’ve been given the green light to share the conversation (parts 1 and 2) with you here. Part 1 – This is the Year of Customer Experience If you ask 100 executives what customer experience means to them, you would likely get 100 different answers. The need to…
