Plugging into the Future of a Connected Humanity: Exploring the Human API

-------

Dear Feedburner Readers, we'll soon be shutting down our feedburner plugin. If you'd still like to receive news from Brian Solis, please scroll to the bottom of www.briansolis.com and subscribe to the newsletter.

In 2012, I had the opportunity to present at LeWeb in Paris. The theme of the conference explored the Internet of Things, where devices and things connect to one another to perform certain tasks and/or track activities to improve what we already do or make possible what we’re trying to do. The Internet of Things is bigger than we may realize. We are experiencing a shift from a world of inanimate objects and reactive devices to a world where data, intelligence, and computing are distributed, ubiquitous, and networked. My fellow analysts and I at Altimeter Group refer to the Internet of Things (IoT) as the Sentient World. It’s the idea that inanimate objects
Continue reading "Plugging into the Future of a Connected Humanity: Exploring the Human API"

The Importance of Having a Purpose in Digital Transformation and Innovation

So many companies are investing in digital transformation and corporate innovation strategies to compete for the future.  They’re typically led by technology and aimed at growth areas such as customer experience (CX). In actuality, these efforts are most often not that innovative…they’re a bit more iterative than groundbreaking.  That’s ok, but these times necessitate a balance of innovation and iteration. Many organizations are simply investing in new technologies and expertise to simply modernize legacy models, processes and systems. However, to compete for the future, to earn market relevance, modernization is just not good enough. You have to give innovation a purpose. You have to give meaning to your work so that the organization can stand behind something that’s meaningful and believable. Technology isn’t the answer. It’s an essential enabler of a greater vision and mission. What’s your purpose? Credit: DrivingSales | DSES

Brian Solis

Brian Solis is principal analyst and
Continue reading "The Importance of Having a Purpose in Digital Transformation and Innovation"

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 future of digital transformation and innovation. I also was treated to a tour of BBVA’s open innovation center in the heart of Madrid. Following my presentation, I was asked to share my thoughts on the state and future of innovation and digital transformation. I added some spice for flavor to the discussion by also explaining why I believe digital transformation is a human story. I wanted to share the
Continue reading "The Human Dimension of Innovation and Digital Transformation"

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 future of digital transformation and innovation. I also was treated to a tour of BBVA’s open innovation center in the heart of Madrid. Following my presentation, I was asked to share my thoughts on the state and future of innovation and digital transformation. I added some spice for flavor to the discussion by also explaining why I believe digital transformation is a human story. I wanted to share the
Continue reading "The Human Dimension of Innovation and Digital Transformation"

Customer Experience, Where It is Now, and Where It Will Go Next

Leo Bertelli was gracious enough to invite me for an interview on the state and future of CX.  The conversation was so engrossing that I wanted to share it with you here. I hope it helps you!

What do you think have been the most significant advances in CX in previous years?

You can’t talk about customer experience if you don’t appreciate what the word experience means – and as the author of a book on experience design, I struggled a lot to find some satisfying definitions and build on them. You look at all these experts wielding their CX wands, trying to inspire companies to change; most of them have never taken a step back and asked themselves: what does experience mean, what do customers actually experience and what do we want them to experience? These are the most important questions to start your conversation. A person’s experience can
Continue reading "Customer Experience, Where It is Now, and Where It Will Go Next"

Customer Experience, Where It is Now, and Where It Will Go Next

Leo Bertelli was gracious enough to invite me for an interview on the state and future of CX.  The conversation was so engrossing that I wanted to share it with you here. I hope it helps you!

What do you think have been the most significant advances in CX in previous years?

You can’t talk about customer experience if you don’t appreciate what the word experience means – and as the author of a book on experience design, I struggled a lot to find some satisfying definitions and build on them. You look at all these experts wielding their CX wands, trying to inspire companies to change; most of them have never taken a step back and asked themselves: what does experience mean, what do customers actually experience and what do we want them to experience? These are the most important questions to start your conversation. A person’s experience can
Continue reading "Customer Experience, Where It is Now, and Where It Will Go Next"

Experience Innovation – Designing for the X Factor in Customer Experience

Coming up in Silicon Valley during the 90s and early 2000s was special for a geek like me. I moved to Northern California from LA in 1996. Tech and startups were at the time fledgling in Los Angeles but still exciting. I would later return to help catalyze the startup ecosystem. My goal at the time was to plug into the startup garage capital of the world. By then, there were already storied landmarks that one would have to visit. The HP garage (considered the birthplace of Silicon Valley), the Apple garage, the Google garage, et al. But it wasn’t just garages. There were sprawling tech campuses that were already reshaping the Bay Area…and the world. Among the many, one of the iconic landmarks in the rise of Silicon Valley is the Xerox PARC innovation center. This is afterall, where Steve Jobs famously witnessed (and marketed) the GUI
Continue reading "Experience Innovation – Designing for the X Factor in Customer Experience"

Experience Innovation – Designing for the X Factor in Customer Experience

Coming up in Silicon Valley during the 90s and early 2000s was special for a geek like me. I moved to Northern California from LA in 1996. Tech and startups were at the time fledgling in Los Angeles but still exciting. I would later return to help catalyze the startup ecosystem. My goal at the time was to plug into the startup garage capital of the world. By then, there were already storied landmarks that one would have to visit. The HP garage (considered the birthplace of Silicon Valley), the Apple garage, the Google garage, et al. But it wasn’t just garages. There were sprawling tech campuses that were already reshaping the Bay Area…and the world. Among the many, one of the iconic landmarks in the rise of Silicon Valley is the Xerox PARC innovation center. This is afterall, where Steve Jobs famously witnessed (and marketed) the GUI
Continue reading "Experience Innovation – Designing for the X Factor in Customer Experience"

The Rise of Cryptocurrency and Blockchain Evangelists

Have you noticed the shift in focus of the evolving digital expert? We have… The Gapingvoid team and I have collaborated on many projects over the last decade. Our work has focused on prodding executives and entrepreneurs to think differently in their approaches to digital Darwinism and disruption. Whether we’re speaking to startups about the next big thing, attempting to humanize corporate culture and innovation or exploring ways to engage audiences in more meaningful ways, art and story carry our messages. We like to have a little fun, even if it’s at our own expense.

The Next Big Disruption is Here

Every 10 years or so, there are emergent trends that are so significant, that they disrupt everything…from work to consumerism to behavior to values. Nowadays, that disruption is more frequent and widespread. It isn’t one thing, it’s everything, i.e. AI, AR/VR, blockchain, autonomous, robotics. Along the way, there
Continue reading "The Rise of Cryptocurrency and Blockchain Evangelists"

In Pursuit of Relevance

Welcome to irrelevance population: most of management by @gapingvoid and @briansolis What does it mean to be relevant today? We live and work in an era of digital Darwinism, where technology and society are evolving away from yesterday’s norms, mindsets, values, and behaviors.
Most companies want to be customer and employee centric. Most executives believe that their work matters to employees and customers. But the reality is that customers and employees are changing as times, trends and tastes evolve. They’re human after all. On the other hand, organizations and executives aren’t keeping up with evolution simply because corporate cultures are more rigid than they are agile. They’re more risk-averse than they are progressive. The truth is that companies struggle to adapt because most corporate cultures and operational models were designed in an era before the internet. They’re increasingly exposed to “out of touchness” and thus, progress closer and closer to
Continue reading "In Pursuit of Relevance"

Customer Experience For The Win #FTW

I had the opportunity to keynote UNITE by Satmetrix recently on the topic of experience design for modern customers. Leading up to the event, I joined the team on a podcast to discuss the topic in-depth. I share it with you here in the hopes that it will help you.

Capture the heart, mind and spirt of the new CX…the customer’s experience

Ask 10 different executives what CX means and how to improve it, you’ll get at least 15 different answers. Hear Brian make a compelling case that customer experience is the future of business. Learn why CX is bigger than any one department – and, importantly, what to do about it. Highlights Three word advice for CX success: “Be” the customer. Debunk this myth! Customer journey mapping improves the customer journey. It’s all about experience mapping. Admirable CX innovation: Experience mapping, flows, and overall experience design; they force an
Continue reading "Customer Experience For The Win #FTW"

For Decades, Technology Scaled Businesses Away from People; It’s Time To Bring Customers Closer

For decades, businesses used technology to distance themselves from customers. Systems and processes helped companes automate, grow and scale transactions and service. Moving forward, we have to explore technology and service innovation to deliver against the experiences customers value versus building updated solutions on top of existing paradigms. Innovation is all the work you do to conform to expectations and aspirations of people as they evolve instead of making them conform to your legacy perspectives, assumptions, processes and metrics of success. I wanted to share this short video I recorded with the Microsoft Business team recently. It offers a human-centered perspective of CX and experiential innovation. I hope it helps you!

Brian Solis

Brian Solis is principal analyst and futurist at Altimeter, the digital analyst group at Prophet, Brian is world renowned keynote speaker and 7x best-selling author. His latest book, X: Where Business Meets Designexplores the
Continue reading "For Decades, Technology Scaled Businesses Away from People; It’s Time To Bring Customers Closer"

For Decades, Technology Scaled Businesses Away from People; It’s Time To Bring Customers Closer

For decades, businesses used technology to distance themselves from customers. Systems and processes helped companes automate, grow and scale transactions and service. Moving forward, we have to explore technology and service innovation to deliver against the experiences customers value versus building updated solutions on top of existing paradigms. Innovation is all the work you do to conform to expectations and aspirations of people as they evolve instead of making them conform to your legacy perspectives, assumptions, processes and metrics of success. I wanted to share this short video I recorded with the Microsoft Business team recently. It offers a human-centered perspective of CX and experiential innovation. I hope it helps you!

Brian Solis

Brian Solis is principal analyst and futurist at Altimeter, the digital analyst group at Prophet, Brian is world renowned keynote speaker and 7x best-selling author. His latest book, X: Where Business Meets Designexplores the
Continue reading "For Decades, Technology Scaled Businesses Away from People; It’s Time To Bring Customers Closer"

If you had one hour with Mark Zuckerberg, what would you ask? Here’s what I learned about the state and future of Facebook, data, politics and bad actors

onstine In the wake of Cambridge Analytica, data misappropriation, #deletefacebook, calls for regulation and pending testimony to U.S. Congress, Facebook announced a series of initiatives to restrict data access and also a renewed selfie awareness to focus efforts on protecting people on the platform. What’s more notable however is that Mark Zuckerberg also hosted a last-minute, rare town hall with media and analysts to explain these efforts and also take tough questions for the better part of an hour. Let’s start with the company’s news on data restrictions. To better protect Facebook user information, the company is making the following changes across nine priority areas over the coming months (Sourced from Facebook): Events API: Until today, people could grant an app permission to get information about events they host or attend, including private events. Doing so allowed users to add Facebook Events to calendar, ticketing or
Continue reading "If you had one hour with Mark Zuckerberg, what would you ask? Here’s what I learned about the state and future of Facebook, data, politics and bad actors"

The Future of Brand is Experienced

That one time I was in Genève… What a wonderful way to start any sentence. Shortly after X: The Experience When Business Meets Design launched, I was invited by my good friend Arnaud Grobet to visit Genève. The trip was meant to serve as a mini book tour, with two speaking engagements at LIFT (one of my favorite events), media interviews and also a vist to CREA University to speak to students. Any time I have a chance to speak with students, I will do what I can to make it happen. They are our future. I don’t want to be a subject of the past for them. They inspire me to stay ahead of trends and share what I learn along the way. And, in this case, I left inspired. In fact, I hope to visit again. I wanted to share some highlights from that moment. Brian Solis –
Continue reading "The Future of Brand is Experienced"

The New Experts: How Robotics, AI and Automation Are Shaping the Future of Your Work

Sophia, the AI-powered robot who was infamously granted citizenship by Saudi Arabia recently beat me out for two keynote speaking opportunities. True story. This is how I opened my presentation  at the KQED studios in its inaugural Silicon Valley Conversations program, “The New Experts: How Robotics, AI and Automation Are Shaping the Future of Your Work.” The event focused on the way new technologies are changing how we work, where we work and the skills we need to work. I joined Michael Chui, partner at McKinsey Global Institue, and Dr. Karen Myers, lab director of SRI International’s Artificial Intelligence Center. We each had five minutes to open with a TED-style talk on our views of the future of AI and work. Following, the opening talks, KQED’s Silicon Valley Bureau Chief moderated a fascinating conversation that explored the future of technology, society and how employers and employees can get in front
Continue reading "The New Experts: How Robotics, AI and Automation Are Shaping the Future of Your Work"

Here’s to the past, but now it’s time to learn and unlearn toward the future

How we measure future success is based on yesterday’s understanding of what success meant. It was a different time. The experiences that many deliver today are based on standards of the past and what was acceptable to a preceding generation of customers. People have changed and continue to do so. We simply can’t imagine new possibilities if we can’t see, feel, hear, sense, people as they advance. Otherwise, our ideas, no matter how creative, brilliant, bold, will always be rooted in our interpretation of a world that once was… The only way to design the experiences of the future, that matter to people as they evolve, is to let go of your assumptions, conventions and beliefs and embrace the unknown…embrace a new center of being and reference. Then and only then, will you have the ability to plug into inputs that help you shape tomorrow’s standards for success.

Brian Solis

Continue reading "Here’s to the past, but now it’s time to learn and unlearn toward the future"

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 join my dear friend Giselle Abramovich of CMO.com for an extensive conversation about the importance of experience design and the future of brand in a digital economy. Giselle has a way of bringing out the best in someone. In our discussion, I share my latest research, work and ideas about how every company should re-imagine brand for an era of digital Darwinism. The questions and answers cover a
Continue reading "The Importance of Experience Design and the Future of Brand"

Silicon Valley Uncovered: The evolution of tech, media and society

In 2010, my dear friend Hermoine Way invited me as the first-ever guest on her then new show, “Silicon Valley Uncovered” for TheNextWeb. It aired on January 18th, 2011. I share this with you because the conversation, while several years old now, is strangely better suited for today and the modern times in which we live and work. I’m not even sure how I stumbled across this interview. To be honest, I’m taken aback by how prescient and philosophical this conversation was in explaining what’s happening now. I found myself reacting in disbelief, “Wow. Did I really say that!?” At the time of this interview, I was in the 11th year (of 12) running a digital lab I had founded in 1999. Shortly thereafter, I would join Altimeter in 2012, which was then acquired by Prophet in 2015. It’s not a short interview. But if you can spare
Continue reading "Silicon Valley Uncovered: The evolution of tech, media and society"

AI, Chatbots and Designing the Next Generation of Automated Customer Engagement

No matter how much sweetness or spin you add to it, early incarnations of AI-powered chatbots are the call centers of this generation. They’re cool. They’re scalable. They’re relatively inexpensive compared to human agents. Yes, chatbots scale engagement through new, popular messaging channels and introduce conversational commerce capabilities that carry the potential to deliver incredible experiences. But here’s the thing…most of the interactions are basic, seeking to replicate existing transactions and experiences that only seem to wow those designing not experiencing them. On the other side of code and algorithms however, are discerning, sophisticated, self-interested human beings. Transactions and capacity aside, engagement and experiences need to be designed to ever-shifting and heightened human standards and expectations. They don’t care that you have the ability to automate engagement. They care about engagement, experiences and outcomes. They care about themselves. To design incredible experiences, conversational commerce engineers need to embrace human-centered design.
Continue reading "AI, Chatbots and Designing the Next Generation of Automated Customer Engagement"