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What CMOs Must Get Right In 2017 To Succeed as an ‘Experience Business’
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...
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Self-Driving Cars Drive Closer To Reality and Uber Is or Isn’t Behind the Wheel
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...
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Google’s Autonomous Driving Group Spins Out as Waymo; Becomes the Android of...
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...
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Wynn Las Vegas Hires Digital Butlers, Places Amazon Echo in 4,748 Guest Rooms
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...
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Top 10 Retail Banking Trends and Predictions for 2017
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...
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Level Up: An Introduction to the 5 Different Levels of Self-Driving Cars
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...
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It’s Time to Change How Companies Perceive Customer Experience (CX) – Part 1
Last year, I spent time with Mark Johnson, CEO and CMO of Loyalty360, to discuss all things Customer Experience (CX). The conversation was so rich, it resulted into a two-part series exclusively for...
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Customer Experience Starts with Understanding Customer Experiences and Then...
The following discussion represents Part 2 of my conversation with Loyalty360 CEO and CMO Mark Johnson. In this last part of the series, Change Starts with You Altimeter Group’s Principal Analyst...
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The Refiners Imports Foreign Startups to Silicon Valley for Global Accerlation
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...
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4 Keys to Designing New Customer Experiences
On a cold and rainy day in Minneapolis before year’s end, I joined my Prophet colleagues at Le Meridien Chambers where we hosted a breakfast of brand champions. It was the second time this year that I...
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A Personal Story: Why and How I Still Write Books in a Digital World
Believe it or not, I’m a private person. I know it seems ironic in a sense that with social media we become more connected. But I tend to not share personal information online. I do however, share my...
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Experiences are The Core Pillars of Any Brand.
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...
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This is a Time for New Leadership – Building Bridges Between People Who Think...
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...
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Experiences Become Brands and Great Brands Become Experiences
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...
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The definition of Digital Transformation
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...
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What is Influence 2.0 and why is it important in the future of CX?
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...
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Digital Darwinism: Evolve with Your Customers or Regress Toward Irrelevance
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...
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The Key to Creativity and Innovation is Empathy
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,...
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Executives Don’t Live the Brand the Way Customers Do and This is Why CX is...
Looking over the horizon. (Image from swissre.com ad.) 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...
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What Makes You a Thought Leader?
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...
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