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Brian Solis
73,444 followers -
http://en.wikipedia.org/wiki/Brian_Solis | www.briansolis.com | @briansolis
http://en.wikipedia.org/wiki/Brian_Solis | www.briansolis.com | @briansolis

73,444 followers
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A Prelude to Innovation: Figure Out How The World is Changing and How To Be More Relevant as It Evolves 💡
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So, why is customer experience (CX) the catalyst for sweeping transformation and progress? Because it has to be. For the last 15-20 years, technology has been disrupting customer behavior with each wave of innovation that builds upon the last.

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Consumer intent is the most powerful fuel for brands to drive growth. And in a real-time mobile world, consumers expect brands to anticipate what they need and assist them in getting things done.

My latest interview...Kathy Mayor, CDO of +Carnival is live now! Please read/watch and share!

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To drive growth, stop chasing intent and start building an intelligent engine to observe customer signals and predict what people actually want. 🤖


#UX #CX #DigitalTransformation #Innovation
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Truth vs. Validation

Like the air we breathe, we all share a common set of cognitive biases that insulate us from things that can challenge our core beliefs, preferences and values.

Why an open mind is more important than ever before...
🙌

My latest collaboration with +Hugh MacLeod +gapingvoid art

https://www.briansolis.com/2018/09/its-an-ideal-world-after-all-the-importance-of-an-open-mind/
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HomeAway's 🏠 David Baekholm suggests that to grow and improve customer experiences, "don’t start out by trying to define success."

Turns out, it's solid advice (read/watch the interview).

Please also share your thoughts!

http://www.forbes.com/sites/briansolis/2018/09/12/homeaway-delivers-exceptional-customer-experiences-by-focusing-on-what-not-to-do/
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The lesson for all executives is that you have to be open minded, to let consumer behaviors and insights lead you to the right market strategy. Otherwise, you’re letting history or tradition constrain you.

https://www.forbes.com/sites/briansolis/2018/09/05/ready-player-one-how-customer-data-and-growth-centric-marketers-are-winning-the-game/#5f90794917b0
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NEW VIDEO with +Electronic Arts CMO +Chris Bruzzo on how data and machine learning are helping the company future-proof the brand, drive business growth and deliver incredible customer experiences. Please watch and share! 🎮


#CX #BigData #DigitalTransformation #AI
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With every action, we expect an equal or greater reaction…

Those reactions reshape positive and constructive feedback loops into shallow praise and subconscious attempts at micro-dosing; unleashing oxytocin (‘cuddle’ hormone), dopamine (reward/reinforcement), endorphins (positive/pleasure), serotonin (significant/important) to feel better in the moment.

Feedback loops can evolve into chemical loops and dependency. Too much, results in addiction to whatever behavior triggered the increase.

Each time, users are pulled away from their attention or focus and are conditioned to expect regular interruption and distraction; minds have to speed up in order to compensate. This behavior becomes habitual.
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