Brian Solis on the future of customer experience

Customer experience is evolving - it’s evolving all the time. We are in a highly competitive experience economy where customers are digitally empowered but are starved of time - they are searching for the best experiences. Every interaction needs purpose with the ultimate goal of driving customer loyalty.

There is a shift in momentum at leading online businesses, from thinking about shareholder profits to thinking about the experiences that customers are having when interacting with the brand. And in 2018, the advent of new technologies such as AI, VR, NLP and IoT-connected devices, means brands will need to stay on their toes as the experience landscape evolves at a faster rate than ever before.

In this series of videos from a Q&A I chaired at CDO Israel, digital analyst Brian Solis explores the present and future of customer experience.

Brian Solis is principal analyst and futurist at Altimeter, the digital analyst group at Prophet, and is a world-renowned keynote speaker and 7-time best-selling author. His latest book, X: Where Business Meets Design, explores the future of brand and customer engagement through experience design

In the video series, which you can see below, we discuss:

  • Why humanizing experiences through new technologies will create loyal customers
  • The importance of emotion in creating better experiences
  • How brands can deliver better mobile experiences
  • How to discover the human behind the data points
  • The journey to understanding human behavior through digital channels


I also recently participated in a webinar with Brian, where we discussed the importance of emotion in digital channels. A recording of the session with CX Network is available to watch on demand here.

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