Did you know that employees and employee prospects judge the immediate and long-term potential of a company by their reliance on desktop phones? To some it makes total sense. Why would any company have tethered devices to talk to someone else? Don’t we have mobile devices and app … | Continue reading
The team at Ode Management asked me to introductory video for their audience of event planners, speaker bureaus and agents. The topic was innovation and my mission was to keep it casual and brief, with a target length of two minutes. I guess I was too excited. On my first take, I … | Continue reading
Disruptive technology is not just a commodity anymore; it has become a necessity. I recently met with Rilke Thomsen of Sleeknote to talk about how disruptive technology is shaping customer behaviors, preferences and expectations. Our conversation turned into a short but interesti … | Continue reading
Customer experience (CX) is the new black and it is, for all intents and purposes, the catalyst for accelerated and purposeful digital transformation. In my research however, I find that customer experience is not truly a customer-first initiative. It is in many cases relegated t … | Continue reading
Guest post by Mark W. Schaefer (@markwschaefer) I hate the term “personal branding.” And yet, personal branding may be the salvation of corporate marketing. Allow me to explain today why both statements are true! For the past few years I’ve been immersed in the world of personal … | Continue reading
In February 2017, My good friend Matt Kapko of CIO asked a few tech pundits, “Why tech companies are uniting to fight Trump’s immigration ban?” The result was published here. A group of 127 technology companies, including Apple, Facebook, Google, LinkedIn, Microsoft, Snap and Twi … | Continue reading
The future of commerce is already unfolding. Even though everyone says, “yes we know the world is changing,” I don’t believe that executives have shifted their thinking or belief system to change how they make decisions to compete differently. The challenge is that many decision- … | Continue reading
My friends Rob Cottingham, Gerard Francis Corbett and I have had some fun lately. One way to gain perspective on our modern reality is to do so through humor. So when a several big brands in the beverage, transportation, banking and airline industries were suddenly in the global … | Continue reading
At f8 2017, Facebook aims to become your social network for reality, augmented reality and virtual reality…really. In the heart of Silicon Valley, Facebook once again hosted its highly-anticipated developer conference, which, for the record, appeals to anyone who follows, designs … | Continue reading
After studying customer experience, digital transformation and innovation for so many years, I’ve found that the next big thing in business (r)evolution is culture. The other most interesting thing I’ve learned is that while businesses are readying or investing in change, the def … | Continue reading
Here’s something you may not know about me…Before I focused on studying digital transformation, innovation, culture and digital anthropology, I used to exclusively work with enterprise tech companies and startups going back to the (gasp) early 90s. I’ve been through Web 1.0, 2.0, … | Continue reading
Uber is en route to a massive IPO. As the company gets closer to its destination, its once 5-star rating is rapidly diminishing. As a result, the company’s president, Jeff Jones, opened the Uber door and jumped out after only six months on the job. The list of recent offenses, no … | Continue reading
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, … | Continue reading
Customer experience aka CX is one of the most important trends changing business today. And, experts believe that it represents the next big competitive advantage for companies that invest in it. But what is customer experience exactly? It’s one of those terms (and movements) tha … | Continue reading
My friend Jason Middleton hosts a fascinating program on KGO 810 in San Francisco/Silicon Valley…Techonomics. On the show, he interviews some of the most interesting minds in tech to explore the latest trends and what’s on the horizon. Jason recently invited me to join the progra … | Continue reading
That was the question I was recently asked by my friend Vivienne Neale. I wasn’t sure how to reply. After all, we all have our “thought leaders” whom we follow. Me, I always wanted to be part of a community where doing meaningful things made belonging matter. Honestly, I don’t co … | Continue reading
The one thing about CRM is that it often has very little to do with “customers” or “relationships” and more to do with the “management” of dated perspectives, systems and processes. So many executives these days are chasing technology and recruiting new expertise to track custome … | Continue reading
The one thing about CRM is that it often has very little to do with “customers” or “relationships” and more to do with the “management” of dated perspectives, systems and processes. So many executives these days are chasing technology and recruiting new expertise to track custome … | Continue reading
Growing up in Los Angeles and living in Silicon Valley for 20-plus years has plugged me into a unique network of creativity and innovation. Although many would say that I technically live in a bubble, I have practiced the art of participation and observation to earn a balanced pe … | Continue reading
I recently had the pleasure of speaking at Unite host by Satmetrix in New Orleans. Customer experience, IT and management executives from around the world met in the “Big Easy” to learn from one another, share experiences and envision a new future for customer engagement. Prior t … | Continue reading
Before social media, before modern digital marketing and before DCX and digital transformation, I spent much of the late 90s and early 2000s studying and experimenting with online influence. In February of 1999, I opened a lab to test and learn and in the process, was one of the … | Continue reading
The definition of digital transformation is the realignment of, or new investment in, technology, business models, and processes to drive new value for customers and employees and more effectively compete in an ever-changing digital economy. This is how I define digital transform … | Continue reading
These days, it seems that I travel to events overseas more than in the United States. While many companies around the world believe they are behind U.S. companies, I can say that from first hand experience, any company pursuing the future of customer experience, innovation, and b … | Continue reading
At the end or beginning of each year, smart folks ask other smart folks to contribute their thoughts about the year ahead. Then everyone promotes their participation and the host benefits from a landslide of new traffic and followers. I usually don’t participate. But my friend To … | Continue reading
This is for my Danish friends and anyone who believes that the future of business lies in experience design. Via Markedsføringdagen, I juni 2016 havde Dansk Markedsføring besøg af Brian Solis fra Altimeter ved markedsføringsdagen. Vi fik lejlighed til at tale både med ham og med … | Continue reading
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 ever … | Continue reading
Brian Solis shares findings from "6 Stages of Digital Transformation," "The State of Digital Transformation, "8 Success Factors of Digital Transformation" | Continue reading
In 2016 I was honored to serve as the first “Godfather” for the Refiners, a group of foreign startups partaking in a new acceleration program in San Francisco. As Godfather, I serve as a mentor and resource to help entrepreneurs shape and optimize their companies to be successful … | Continue reading
Part 2: Loyalty360 Mark Johnson interviews Brian Solis on the future of CX, digital transformation and experience design | Continue reading
This is the year of Customer Experience (CX), here's what analyst / author Brian Solis needs you to experience to drive innovation | Continue reading
With all of the talk about self-driving cars, you’d think that they were already on our streets. Well, technically in some states such as California, Nevada and Pennsylvania, automakers and technology vendors are already publicly testing autonomous vehicles¾with human drivers and … | Continue reading
Every year, my good friend Jim Marous organizes a “top trends and predictions in retail banking” for the annual Digital Banking Report. I do my best to support his efforts as its an important topic and it’s also a discussion that applies to almost every industry. The report featu … | Continue reading
Many hotels offer USAToday for guests. Now guests at the Wynn Las Vegas will simply say, “Alexa, read today’s USAToday headlines.” I believe the future of any brand is directly tied to the experiences they design and deliver consistently through the customer lifecycle. It’s not j … | Continue reading
This week, Google surprised the technology and automotive industries by announcing that it would spin-out its self-driving vehicle group as a formal business unit under the Alphabet umbrella. What does Waymo mean? Waymo CEO John Krafcik explained at its press conference that the … | Continue reading
I spent the day at Mercedes Benz Research and Development North America (MBRDNA) in Sunnyvale, California getting a full briefing on the state of the company’s EV, machine learning/AI and autonomous work. More on that soon. By the time I arrived home later that evening, thank you … | Continue reading
Like clockwork, every December, experts voice their predictions and advice to guide us in the coming year. Sometimes I offer my thoughts. Mostly, I spend my time curating emerging and disruptive technology trends. This year however, my dear friend Giselle Abramovich with CMO.com, … | Continue reading
It was the day after the U.S. election. I arrived in Copenhagen. I was tired. It near the end of a two week trip that took me to Munich, Amsterdam, Beirut, and London. But, I was also excited to attend Digital Copenhagen, a conference that explores digital trends affecting the fu … | Continue reading
Where are companies at in their digital transformation efforts? This was the question I set out to answer in, “The 2014 State of Digital Transformation” report. After two years, it was time to check-in on the digital transformation landscape again to learn how companies are chan … | Continue reading
I’ve said it before and I’ll say it again, mobile is the first screen, not the second screen. Design and invest accordingly. Tell me if you’ve heard (or experienced) this one before… You’re in the market for a new product. You’re on your mobile and you see something in social tha … | Continue reading
Customer experience is said to be a top business priority for most companies around the world. Many experts agree that investing in CX establishes a competitive advantage against companies that prioritize the bottom line. While customer experience is a noble and important catalys … | Continue reading
While traveling Europe this year, I met Silvia Hänig who was writing a story for Haufe.de about customer experience. She followed up our initial conversation with the questions below. Instead of shooting back quick answers, I took the time, maybe too much time, to thoughtfully re … | Continue reading
X has opened the doors to new countries and experiences and for that, I am truly grateful. Recently, I had the opportunity to visit Singapore and also Hong Kong. I already want to go back. While in Hong Kong, I meet with Soon Chen Kang 江欣珍 at Campaign Magazine to discuss X, the s … | Continue reading
Change happens to you or because of you. | Continue reading
The word “digital” can be misleading. Digital transformation is about how people and their behaviors, expectations, and preferences are changing. Customer experience (CX) is one of the most important trends in business today as it brings companies closer to customers and customer … | Continue reading
I’ve been a big fan of John Biggs for a long time now. He’s the East Coast Editor for TechCrunch. John is also a fellow geek, global speaker and prolific writer on emerging tech and also fiction and non-fiction books. on top of it all, he’s the host of the popular Technotopia pod … | Continue reading
Digital transformation has officially become a ubiquitous term that describes any company’s investment in digital infrastructure regardless of ultimate vision and intention. But, unless digital transformation takes a technology-second and a customer/employee first approach, inves … | Continue reading
SnapChat officially changed its name to Snap, Inc. as the company restyles itself from a one-[major] hit app company into a digital lifestyle brand. To mark the occasion, Snap, Inc. introduced Spectacles, fashion and tech-forward sunglasses that record 10-second clips, which can … | Continue reading
Learning to do things differently will have a positive impact on your business. Recently, I had the chance to talk with Deep Patel for Entrepreneur to discuss the challenges and opportunities surrounding digital Darwinism. In the conversation, I shared some of my work and observ … | Continue reading