Brian Solis was recently featured on Zendesk’s “Repeat Customer” podcast, giving the hosts a behind-the-scenes look at cosmetics success story Sephora.
UCToday: OutLoud: The New Age of Collaborative Contact Centre
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 isnāt a cost centre, itās an investment in improving CX and itās so important. Listen to entire podcast at UCToday
Designing for the Human Side of Digital Transformation
On this final episode of Digital Outliers Season 1, my dear friend Stowe Boyd joins to discuss the “humanities of it all.” Stowe is futurist and editor-in-chief at Work Futures. He believes (and my research shows) that companies are often missing the mark on digital transformation by thinking about it from an industrial approach instead of a humanities-based approach. In a wide-ranging discussion, Boyd shares his thoughts on the inherent bias in social media and how we have to do…
Is Your Company Investing in Digital Transformation or Digital Iteration?
Digital transformation is more than hype and definitely more meaningful than just another buzzword. But to see what it really is and what could be, you have to think beyond the role you work in today. Depending on who you ask, digital transformation could be simply described as enterprise-wide investments in new technologies, platforms and processes to operate in a digital economy. It’s often painted as a picture of rivalry between CIOs and CMOs. But its very promise is bigger…
Business Innovation, Culture 2.0 and the Importance of Shared Experiences
Leo Bottary is a well-known author and keynote speaker. He’s also a long-time friend of mine. For several years, I had the opportunity to tour the Vistage conferences as they toured the U.S. I nope to experience the opportunity to meet CEOs and senior executives on their home turf and hear their challenges and accomplishments again soon. Since I last spent time with him, Leo has launched a popular podcast, Year of the Peer, that explores the latest trends driving…
Social media gave everyone a voice, on the other hand, it also gave everyone a voice
We live in a world where where information and misinformation is prevalent and weighted equally all too often. As human beings, we are learning how to use social media effectively to communicate and connect. At the same time, we’re drowning in abundance, complexity of choices and and unfortunately, the misappropriation or misdirection of influence. Concurrently in professional realms, many leadership teams are overwhelmed with trying to keep up with the sheer scope and scale of the digital evolution. For many…
Contrary to Its Name, Digital Transformation is not Digital-First: An Interview with Steve Snyder of the Massachusetts Convention Center Authority
“To thrive in a digital economy, create a safe and empowered environment for employees to learn and take risks.” Technology may be at the core of digital transformation, but itās severely limited in its promise if it’s not influenced by human beings. Yet, every day, companies invest in digital transformation strategies and roadmaps that are absent of human-centered insights and perspectives. On this Ā episode of Digital Outliers, I sit down with Steve Snyder, CIO, Massachusetts Convention Center Authority to talk…
Brand Innovation and Customer Experience Design: An Interview with Comcast’s Chris Satchell
The potential for breakthrough innovation is at its greatest when there’s purpose. And in an age of disruptive technology, humanity is becoming a killer app. Often in my research on digital transformation and innovation, I find the most compelling catalyst for finding purpose and accelerating change and improvement is customer experience (CX). Think about it. Who owns the customer experience? Yes. The customer owns it. That might seem like one big “duh.” But, believe it or note, many organizations are…
Digital Transformation Must Lead to Business Transformation: An Interview with Didier Bonnet of CapGemini Consulting
Who owns digital transformation within your organization? Is it the C-Suite, marketing, IT, HR? Itās now essential for all stakeholders ā no matter their level or role ā to become acquainted in the purpose of digital technology if orgs are to succeed in this new economy. We live in an era of digital Darwinism. As technology and society evolve, all organizations must also adapt how they operate and compete. To do so however, requires much more than digital transformation and…
It’s Time to Bring Digital Literacy to the C-Suite: An Interview with Paul Miller of the Digital Workplace Group,
I think the next big thing following massive innovation on the CX front is EX…employee experience. But, to do so requires a level of inward empathy not usually found roaming the halls of the C-Suite. This is something though, I believe, will become more pronounced as the move to customer-centricity is more closely linked to employee-centricity. To do so however, requires that companies empower employees, giving them access to information, expertise, and the reward mechanisms they need to innovate and…
