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 choose to solely prioritise the bottom line. While customer experience is a noble and … | Continue reading
I was in New York recently meeting with the IBM Watson team. While there, I had the the opportunity to sit with Robert Schwartz in the company’s Astor Place studio to record a podcast for a new series, “THINK Leaders,” which provides insights and advice on data-driven leadership … | Continue reading
Goodbye sharing economy, hello to the on-demand economy… Bloomberg’s Eric Newcomer reported that on a recently Uber quarterly call with shareholders, the company’s head of finance, Guatam Gupta announced that Uber’s losses continue to escalate. Total losses in the first half of 2 … | Continue reading
Guest post by Monica Corton (@momusing) Via The Guardian: Rock band Queen have lodged the latest protest against Donald Trump after the presidential candidate played the band’s famous anthem We Are the Champions at the Republican National Convention. “An unauthorized use at the R … | Continue reading
Sometimes I struggle with trying to stay present and relevant. There are so many thought leaders and personalities with exceptional marketing behind them. All I can do is share my work and hope it finds and helps you in your work. Every now and then, I open my door to personal in … | Continue reading
Recently, I had the good fortune of conducting a joint interview with Don Schuerman, chief technology officer and vice president of product marketing at Pegasystems on the topic of customer experience. Don brought an intriguing perspective to the table from more than 20 years o … | Continue reading
Guest post by David Rogers (@david_rogers), faculty at Columbia Business School and author of The Digital Transformation Playbook: Rethink Your Business for the Digital Age. This excerpt is from Chapter 3, on how businesses need to transform their strategy for competition. Downlo … | Continue reading
Guest post by Jonah Berger (@j1berger), Professor at University of Pennsylvania’s Wharton School and author of Contagious: Why Things Catch On. This essay is based on his new book Invisible Influence: The Hidden Factors that Shape Behavior Who wouldn’t want to be a bit more influ … | Continue reading
As part of my ongoing research on innovation, I’ve been on a quest to visit as many innovation centers in Silicon Valley and around the hen weorld as possible. Outside of my reports with Capgemini, I’m going to share those experiences with you as they happen. The list already inc … | Continue reading
I received a note from a dear friend while on the road with what seemed to be a simple request. “Would you have time to make a 60 second video that shares advice for how to #GetUnstuck?” Easier said than done. We all hit those barriers where we get stuck or worse, go backwards. I … | Continue reading
I recently presented at event in San Diego. My goal in doing so was to help attendees reframe the problems they were trying to solve and introduce new opportunities that would help them go back to work and contribute to meaningful change. I remember it being a beautiful day. Th … | Continue reading
Seems that everyone is talking about digital transformation these days. Not a day goes by when I don’t hear a new voice or see a new book, post, report or conference on the subject. It would be wonderful if all work in digital transformation was aligned. But it’s not. With every … | Continue reading
The future of marketing is incredibly selfish. It has to be. We’re becoming a generation of accidental narcissists who want things our way, when and how we want it. But it’s not as bad as it sounds. It’s just an inevitable effect of technology’s impact on our lives. It’s how mark … | Continue reading
Guest post by Connor Blakley (@BlakleySpeaks), a serial entrepreneur, adviser, speaker, and youth marketing/branding strategist. He’s also a teenager and someone whom I mentor. Connor was named as the ¨#1 High School Entrepreneur to Watch in 2016¨” by StartUp Grind Generation Z, … | Continue reading
Executives underestimate the importance of culture in an era of digital Darwinism. Most cultures are risk averse at a time when taking risks is the most direct path to innovation… Digital Transformation is the act of investing in people, technology and systems and processes to u … | Continue reading
Guest post by Daniel Newman (@DanielNewmanUV), author of Building Dragons: Digital Transformation in the Experience Economy with Olivier Blanchard (@BrandBuilder) We set out to write a book about technology…but after 10 chapters and still very little technology discussion, we rea … | Continue reading
One of the little known stories about my previous book, What’s the Future of Business: Changing the way businesses create experiences, is that I wrote and published it after I had started my latest book, X: The Experience when business meets design. While it stands on its own, W … | Continue reading
What is experience? What is customer experience? Believe it or not, trying to answer these questions is where the future of digital transformation and experience design intersect. While I was in London at an event focused on innovation in customer experience, I filmed a short vi … | Continue reading
Innovation suffocates in a culture of mediocrity. Here’s how to breathe life into company culture to compete for the future. Ideas are a dime a dozen. Everyone seems to have one or more. I just wish that more organizations would appreciate how plentiful and beneficial ideas are t … | Continue reading
Guest post by David Deal (@DavidJDeal) author of the new [free] ebook, “The New Music Moguls“ How do you succeed in an industry that faces constant disruption? The music industry has been asking itself this question ever since Napster crashed the party. As it turns out, elite mus … | Continue reading
Last year, I had the opportunity to speak in Stockholm at Telia’s executive summit on Digital Transformation. After my session, I met with Joakim Jansson to discuss the state and evolution of the digital business landscape. At the time, he was working on a new book, Att Leda Digi … | Continue reading
Guest post by Patti Sanchez (@PattiSan), co-author of the new book “Illuminate: Change Through Speeches, Stories, Ceremonies, and Symbols” (with Nancy Duarte @NancyDuarte) In business, as in life, the one thing that’s constant is change. In our personal lives, babies lose their t … | Continue reading
Photo Credit: Brian Fanzo I don’t normally share things like this, but…I’ve had a heck of a week. On Monday, I released what I would consider my most significant research to date on the subject of digital transformation, “The Race Against Digital Darwinism: Six Stages of Digital … | Continue reading
While I was in Geneva for the Lift Conference, I spent quite a bit of time with Manuel Diaz, Arnaud Grobet, Karim Chouikri and Brice Le Blévennec of Emakina. I gotta say, I like how they roll because everything we did was recorded by a video crew. It was then assembled into this … | Continue reading
Guest post by Mark Burgess (@mnburgess) co-author of “Social Employees: The New Marketing Channel,” a 22-part video tutorial released by Lynda.com, a LinkedIn company. What is the value of lifelong learning, and how do you build it within your organization? Today, the value of bu … | Continue reading
SXSW is one of my favorite events of the year for many reasons. It’s an experience where serendipity becomes the new gravity and almost everyone you meet has incredible stories to share. Upon arrival in Austin, I drove straight from the airport to the Sysomos lounge to see my dea … | Continue reading
Alan Quarry is one of those people that makes you smile and earns your trust and respect within minutes. He also has a pretty killer video setup. Alan invited me on his show to talk about X and I gladly accepted. The minute I plugged-in to his video feed though, I instantly wishe … | Continue reading
A (r)evolution is brewing, and most companies are not prepared for it. It’s no secret how, with an overabundance of new devices and platforms available every day, customers are more empowered and finding new ways to either hack or completely ignore company touchpoints. With this … | Continue reading
Conversations about the eventual demise of Facebook are greatly exaggerated. Each week it seems, Facebook finds interesting ways to improve engagement on its platforms by either innovating, acquiring or borrowing new features. Did you know that 900 million people use Facebook Mes … | Continue reading
Digital transformation is a buzzword. On top of that, the term digital transformation causes debate amongst those working in or studying the field and confusion among everyone else. But at the same time, digital transformation is also one of the most promising and impactful trend … | Continue reading
Via Ted Karczewski, Content Standard, Excerpt What Is Experience, Really? According to speaker, author, analyst, anthropologist, etc., Brian Solis, “An experience is something that you feel and sense, but it only counts when it’s whole, when it’s one thing.” And as a business in … | Continue reading
by Steven Cook, CMO.com Brian Solis is one of the leading authorities on why delivering a relevant customer experience is the next brand differentiator. So who better to talk at Adobe Summit about the future of brand is experience than Altimeter Group’s principal analyst? Here ar … | Continue reading
by Ginger Conlon, Editor in Chief, DMNews (excerpt) Time for change During his presentation at the Summit, Brian Solis (left), a principal analyst at Altimeter Group, also asserted that “the future of brand is experience.” Like Rencher, Solis pointed out that there’s a great deal … | Continue reading
Wie wichtig ist smartes Experience-Design? Das aktuelle Buch von Brian Solis gibt Antworten. (Grafik: altimetergroup.com) Brian Solis zu Experience-Design: „Unternehmen haben sich immer weiter vom Kunden entfernt“ via t3n Brian Solis ist Digital-Analyst, Keynote-Sprecher und erfo … | Continue reading
by Mark Johnson, Loyalty360, excerpt If you ask 100 executives what customer experience means to them, you would likely get 100 different answers. The need to define CX is compounded by the fact that modern customers expect the very best customer experience from their favorite br … | Continue reading
by Christopher Graves, Holmes Report (excerpt) The US Federal Trade Commission (FTC) announced it settled its first case under its newly-issued guidelines on native advertising. It accused retailer Lord & Taylor of not disclosing that its “influencers” were paid off. The FTC comp … | Continue reading
Guest post by Gib Bassett (@gibbassett), gib.bassett@oracle.com “Companies will invest in digital customer experiences to improve experiences for all customers and employees.” – Brian Solis I’m a huge proponent of the power of digital transformation to help brick and mortar retai … | Continue reading
I was recently in Orange County, Calif., where I had the opportunity to share insights from X and also host a book signing for the LinkedOC community. While there, event organizer Bryan Elliot and entrepreneur extraordinaire shot an episode for his popular business TV series, “Be … | Continue reading
It’s that time of year again and I’m excited to have the opportunity to meet with so many incredible companies, entrepreneurs and people changing the world. There are a number events, book signings and presentations that I wanted to share with you. If you have time to make one or … | Continue reading
Guest post by Jay Baer (@jaybaer), author of the new book, Hug Your Haters: How to Embrace Complaints and Keep Your Customers, Let‘s face it: choosing whether or not you hug your haters isn‘t about you knowing how to do so, it‘s about whether doing so aligns with the values of yo … | Continue reading
Bryan Kramer is just one of those people with whom you instantly bond. For those who don’t know him, he shot onto the social, digital, content marketing scene with fun and fervor. He’s highly regarded as a strategist, speaker and author. He’s also someone I think of as a good f … | Continue reading
Guest post by Jessica Ann (@itsjessicann), CEO and Creative Director of Jessica Ann Media, and author of Humanize Your Brand: How to Create Content that Connects with Your Customers. We’re living in a post-advertising age. Instead of lamenting the past, or focusing on “the good o … | Continue reading
Each year at this time, I read all of the predictions for the new year plus the “top X” lists wrapping out the previous year. Add to that the first week of chaos that is CES and all of the new tech debuting in Las Vegas. And each year, I’m left wanting more substance as I plan my … | Continue reading
The headline was inspired by my new friend Manuel Diaz, president of Emakina.fr. It’s a wise observation that he shared with me while talking about the future of brand and experience in Geneva recently. Luckily, Manuel’s team was on hand to document the experience for an episode … | Continue reading