Customer service is experiencing a renaissance, and with the right imagination, intention, and technology, it can also become a business growth engine by driving satisfaction, sales, and loyalty.
Latest from Brian Solis
Most customers are now digital-first and are choosing to shop online instead of in-store; 3D and augmented reality are accelerating a more immerse form of digital and hybrid shopping
New research shows that high performing organizations are investing in service innovation to digitally transform customer service into a customer engagement engine for driving business growth and loyalty.
Augmented Reality finds one killer app in driving business revenue through virtual shopping experiences
Relationship transformation: The role of trust in accelerating innovation and digital transformation
Before COVID-19, one of the challenges limiting digital transformation success was its over-reliance on digital. Relationship Transformation (RTx) aims to escalate relationships as a driver in digital transformation. Building trust internally and externally is key.
In a world where behaviors are evolving, norms, worldviews, and values are shifting, trust must be earned and in some cases, re-earned. The bar for organizations is now set higher.
The pandemic continues to disrupt businesses all around the world. Super Retail Group in Australia is prioritizing the voice of the customer and digital/real-world experiences to innovate against disruption.
When digital transformation fails, focus on the why and how of change, not just technology and transactions
In these times of digital and pandemic disruption, emphasizing the humanity of change will give DX a purpose. To succeed, digital transformation must now prioritize relationship transformation (RTx) as the 'why' of change and modernization.
In a time of COVID-19 disruption, futurists can accelerate organizational recovery and capacity. When partnered with purpose-built AI, augmented intelligence can also spur radical innovation.