Voices of Customer Experience: Designing the Future of CX


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I was recently browsing Twitter, when a tweet by Dennis Wakabayashi caught my attention. It referenced “some of the most important CX voices” and included a shoutout to Mary Drumond, CMO of Worthix, and host of the “Voices of CX Podcast.” Dennis took that moment to “personally recognize and celebrate the amount of hard work Mary is doing every day to shape the industry.” Agreed. Dennis also recognized some of the leading voices that have been featured on Mary’s show including Dave Fish, Jay Baer, Dan Gingiss, Annette Franz and yours truly. You can learn about about each episode here. In his summary, Dennis included a segment from my episode that I forgot saying, but wanted to revisit since it’s a topic that comes up quite a bit. I have the title of “futurist” in my professional work. A lot of times I’m asked “about
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Digital Detox is not the Answer to the Effects of Digital Distractions and Addiction


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I’ve known Monty Hamilton for the better part of 10 years. He was the architect of one of my favorite conferences, The Australian Digital Summit in Sydney and Melbourne. He also currently advises and hosts the incredible Pivot conference in Geelong. I’ve had the privilege of keynoting both. After not seeing Monty for quite some time, I was lucky enough to catch up with him on a couple of back-to-back occasions in 2019…SXSW in Austin and twice in Silicon Valley (where I live). Just to give you an idea about my friendship with Monty, he was at my home when I finalized the manuscript for Lifescale. In fact, Monty is the inspiration behind the subtitle, “How to live a more creative, productive and happy life.” When I was given a special session SXSW to share the story of Lifescale, Monty was there to support. Following the session, we
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Bullying, Hate, Conspiracies, Fake News, Negatively Impacts User Experiences and Advertising Value


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“Social media has made too many of us comfortable with disrespecting people and not getting punched in the mouth for it.” – Ice T
In real life… Free speech is not free from consequence. Spreading misinformation whether you aim to sow discord or because you actually believe it, is not free from consequence. Exchanging conflict for views, popularity and financial gain is not free from consequence Inflicting emotional, psychological or emotional pain and aguish on another human being for any reason is not free from consequence Online however, it seems that, for the most part, most of what’s referenced above occurs quite frequently absent of reasonable accountability. For the sake of humanity, we, meaning you and me, have to change. None of this is good for any of us in the short and long term. None of this scales society in any way that’s healthy, productive and meaningful. None
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Ask Me Anything: A Reddit AMA to Celebrate the Release of Lifescale


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It’s been years since I last hosted an AMA (Ask Me Anything) on Reddit. With the release of Lifescale: How to Live a More Creative, Productive and Happy Life, it was time to change that. On May 2nd 2019, I took to Reddit once again for the first in a two-part series.  The first part is here if you’d like to ask your question on the official AMA page. I also included the conversation as of May 5th to share with you as the questions were so authentic and relatable.   Hello! I’m the author of Lifescale, a new book that tackles the effects of social media on us. I learned that we didn’t lose focus or creativity, it was programmed out of us. I found help! AMA! Question: What’s your easiest tip to avoid digital distraction/procrastination that I can implement RIGHT NOW? Answer: Pomodoro Technique. Practice focusing for
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IRL > URL: How to Break Free from Digital Distractions and Start Truly Living Your Best Life Now


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I’ve had fun over the years working with the Nextiva team. I got to do it again and this time in a really interesting format…part webcast, part dialog, all fun! Then, when all was said and done, they surprised me by packaging everything into a one-stop-shop for taking the first step toward Lifescaling! Thank you Nextiva! — We recently hosted author and speaker Brian Solis on Nextiva’s Crowdcast. Brian is also the author of Lifescale: How to Live a More Creative, Productive, and Happy Life. Brian spent an hour chatting with our host Gaetano DiNardi about how digital devices and information overload affect our mental health. They also then jump into how you can manage screen time to improve work performance. While the benefits are indisputable, we have, as a society, become so digitally distracted that we don’t pay attention to our:

The Content Moderation Imperative: How AI and Humans Will Make Social Media and Gaming Better for the World


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I had the privilege of participating in an important conversation about the state and future of social media and gaming and the need to protect users from harmful content and engagement. Joining me in that conversation was Chris Priebe, CEO & founder of Two Hat Security and Stewart Rogers of VentureBeat. You can listen to it (and I encourage you to do so) here. Leading up to the discussion, I spoke with VentureBeat on the subject and the critical need for intelligent content moderation. The article summarized the conversation nicely. I also wanted to share the unabridged conversation with you because it dives deeper into the core issues, platform and advertiser opportunities, user benefits and it’s much more candid.

Make content moderation good for business — and change the world

Q: We’ve become increasingly aware that user generated content on social platforms is open to all kinds of abuse. How do
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Is Social Media and Gaming Safe? Why Intelligent Content Moderation is the Next Competitive Advantage


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I have two small children who, from time-to-time, get to watch YouTube Kids. Even with all of the filters and safety triggers engaged, there are still ways in which those with sinister intent can introduce dangerous content packaged in seemingly harmless videos. Recently, children all over the world were subjected to their favorite Disney characters behaving poorly and in some cases, dangerously, in what’s now referred to as “Elsagate” on YouTube. In February 2019, kids were also trolled by evildoers into unintentionally watching clips that promoted self-harm. WTF!? Who does that? But it’s not just children who have to worry about menacing or hazardous content. Everyone is subjected to it in various forms at increasingly alarming levels. What once was limited to anonymous activities and isolated events is now commonplace across social and gaming platforms. Hate speech, live broadcasts of tragic violence and death, pornography, contentious and polarizing
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Is Social Media and Gaming Safe? Why Intelligent Content Moderation is the Next Competitive Advantage


This post is by Brian Solis from Brian Solis


Click here to view on the original site: Original Post




I have two small children who, from time-to-time, get to watch YouTube Kids. Even with all of the filters and safety triggers engaged, there are still ways in which those with sinister intent can introduce dangerous content packaged in seemingly harmless videos. Recently, children all over the world were subjected to their favorite Disney characters behaving poorly and in some cases, dangerously, in what’s now referred to as “Elsagate” on YouTube. In February 2019, kids were also trolled by evildoers into unintentionally watching clips that promoted self-harm. WTF!? Who does that? But it’s not just children who have to worry about menacing or hazardous content. Everyone is subjected to it in various forms at increasingly alarming levels. What once was limited to anonymous activities and isolated events is now commonplace across social and gaming platforms. Hate speech, live broadcasts of tragic violence and death, pornography, contentious and polarizing
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The Deep Work of CX and Digital Transformation


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On 16 April 2019, I was invited by my dear friend Ross Quintana to join the popular, weekly Adobe series “#AdobeChat.” I have to say that it was one of the fastest hours I’d experienced in a long time. In this conversation, we, along with countless forward-thinking executives, discussed “The Deep Work of CX and Digital Transformation.” Of course, I peppered in a bit about Lifescale and how it affects employees and customers. Below, I’ve collected Adobe’s questions along with my answers to share with you here. There are also, hundreds of exceptional responses that are also worth your time. I hope this helps you in your work… — Hello! Thank you for having me as your guest today! #AdobeChat @Adobe @AdobeExpCloud Q1: Definition: #Digitaltransformation is the pursuit of innovative & agile business & operational models — fueled by evolving technologies, processes, analytics & talent capabilities —
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Attention is a Currency: When it Comes to Digital Distractions, We are Spending More Than We can Afford


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“Our attention is traded as a commodity. The more of it we spend on any given platform or vice, the more hosts can sell it for.” 🤳 This was a hard message to take to a massive event rooted in the very platforms at the center of so much disruption. But, the more we know (and embrace) the devastating effects of the dark side (and underbelly) of  social media and digital distractions, the more we can take control. We can then be more mindful in how we use our devices. We can learn new ways to add value and bring joy and meaning to our experiences and also to those with whom we share connections. Now’s the time to act. As they say, the struggle is real. There’s a real cost to living this digital life and our attention is just the beginning.  The average person spends over 4 hours
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Digital Transformation – Rewriting the Rules of Business


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We live in an era of digital Darwinism. As customer expectations evolve and move toward personalized experiences and beyond transactions, companies in every industry must focus digital transformation on not only digital, but also people, purpose, and relevance. Digital transformation has become an absolute must-have to secure future growth, improve customer experience and loyalty as well as operational efficiency. Along with it, digital transformation also represents an opportunity to rewrite the rules of business? I got to spend some time with Kofax and CMO Grant Johnson in Nashville recently at the company’s Inspire event for customers and employees. We  had the pleasure of sharing our vision for the future and what it takes to get there. After each of our respective presentations, we met up again, this time in a private room, to talk about the future of digital transformation, customer experience, and technology. Thankfully there were cameras and someone taking
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Digital Transformation – Rewriting the Rules of Business


This post is by Brian Solis from Brian Solis


Click here to view on the original site: Original Post




We live in an era of digital Darwinism. As customer expectations evolve and move toward personalized experiences and beyond transactions, companies in every industry must focus digital transformation on not only digital, but also people, purpose, and relevance. Digital transformation has become an absolute must-have to secure future growth, improve customer experience and loyalty as well as operational efficiency. Along with it, digital transformation also represents an opportunity to rewrite the rules of business? I got to spend some time with Kofax and CMO Grant Johnson in Nashville recently at the company’s Inspire event for customers and employees. We  had the pleasure of sharing our vision for the future and what it takes to get there. After each of our respective presentations, we met up again, this time in a private room, to talk about the future of digital transformation, customer experience, and technology. Thankfully there were cameras and someone taking
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Digital Transformation Must Lead to Business Transformation


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Who owns digital transformation within your organization? Is it the C-Suite, marketing, IT, HR? It’s now essential for all stakeholders – no matter their level or role – 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 the investment in new technologies and processes. Real people, your customers and employees, are learning how to communicate, connect and work differently than the century-old models that you have in place today. Yes, digital transformation is mandatory. At the same time, all stakeholders must not only be conversant in new technology, they must align and work toward a more human purpose of change to thrive in a digital economy. On
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Destination CRM: UX Can Make Your Business Disruption-Proof


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Brian Solis, Destination CRM User experience design is now a C-level imperative, whether executives get it or not. Companies in almost every industry are holding on to their past. They’re grasping to retain relevance within dramatically shifting markets. Part of the challenge is that too many companies are living in nostalgia, stuck in the belief that new generations of customers will still love them the way previous generations did. But the reality is, markets move on. Customers discover better experiences and those become their standard for consumption moving forward. This is where we are now. Traditional customer experiences are like the silent films of yesteryear, and rising digital-first brands are the hot new talkies, and there’s no going backward for consumers. Just as user experience (UX) was at the heart of Hollywood’s transformation, the same thing is happening to businesses all around the world. Every industry—finance, healthcare, automotive, real estate, and
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A Real-Time Conversation About AI and the Future of Work


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   I recently had one of the most fast-paced, fun and provocative conversations I had in a while. It wasn’t something that happened in IRL. Instead, this real-time conversation took place on Twitter.  Organized by Cognizant and Pega prior to #Pegaworld2017, I joined Ben Pring, author of What To Do When Machines do Everything as well as Cogizant and Pega executives, to explore the unfolding reality of  AI and its role in the future of work and more importantly, the overall impact on the future of business. Seriously. This was an action-packed event. While there were only 8 questions, the answers from Ben, me, along with those from Cognizant, Pega and all who participated, were as fast and furious as they were deep and meaningful. I wanted to share at least my stream with you. I also included the full Twitter Moments below. I would love to hear your
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Why your website sucks and how to better engage with digitally-savvy consumers


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I recently had an opportunity to speak with Juliet Stott of Content Magazine about the impact digital has had on marketing, how customer experiences can help marketers differentiate their brands, and why websites in general, suck. It was such a fun and revealing conversation, that I wanted to share it with you here. I hope it helps you! Content: What has been the greatest disruption to marketing, and what impact has it had on the industry? Brian: Social is one of the disruptions, but it is not the most disruptive. Social democratized information and gave power to the consumers to take control of their own customer journey, and from there everything has snowballed. I think the greatest disruption in marketing has been the industry’s inability to disrupt itself. Since the inception of the web – marketers have not changed their approach with emerging technology. And that’s the challenge. Each technological disruption has
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Why your website sucks and how to better engage with digitally-savvy consumers


This post is by Brian Solis from Brian Solis


Click here to view on the original site: Original Post




I recently had an opportunity to speak with Juliet Stott of Content Magazine about the impact digital has had on marketing, how customer experiences can help marketers differentiate their brands, and why websites in general, suck. It was such a fun and revealing conversation, that I wanted to share it with you here. I hope it helps you! Content: What has been the greatest disruption to marketing, and what impact has it had on the industry? Brian: Social is one of the disruptions, but it is not the most disruptive. Social democratized information and gave power to the consumers to take control of their own customer journey, and from there everything has snowballed. I think the greatest disruption in marketing has been the industry’s inability to disrupt itself. Since the inception of the web – marketers have not changed their approach with emerging technology. And that’s the challenge. Each technological disruption has
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It’s Time to Bring Digital Literacy to the C-Suite


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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 drive growth. Leaders need to lead though. And, that means that leadership has to step down from the comfort of its distance and much more appointed work spaces to lead from the everyday environment that severs as ground zero for change. How do you balance a workforce of leaders who didn’t grow up in a digital world with emerging leaders who live and breathe it? It’s critical for senior leaders
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X Marks the Spot Where the Medium is the Message


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Several years ago, I embarked on a crazy journey to reinvent the book to make it a physical metaphor for the purpose of the book. I had no other choice. It was a book about designing meaningful and personal experiences in a digital economy. It would have been to ironic to tell you do do so in a traditional print format. It also would have been unimaginative to simply release an ebook or app. The point is that you can’t talk about disruption if you aren’t willing to disrupt yourself. I couldn’t ask you to think differently, but as the author, not do so myself. Thankfully Wiley Publishing was up to the challenge. And thankfully, I had the likes of Mekanism in my corner. In hindsight, I’m lucky that we all go way back to the early 2000s in our early digital media experiments. I’m not sure that an award-winning, skyrocketing, super cool
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