In this episode, we welcome Brian Solis, ServiceNow’s Global Chief Innovation Officer, nine-time best-selling author, keynote speaker, and digital futurist. Kicking off the conversation, Brian shares the inspiration behind his latest book: “change of mentality”, and emphasizes the importance of empathy and a truly customer-centric mindset.
Through examples from Amazon, Disney, and IKEA, Brian illustrates how organizations can create meaningful, memorable experiences that drive both loyalty and growth.
The conversation also explores the changing role of AI, moving from automation and cost savings to increasing human interactions and providing personalization. Finally, Brian calls on leaders to embrace innovation, cultivate empathy, and invest in the customer experience as a catalyst for long-term transformation and success.
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[00:31] Guest introduction
[02:00] The concept behind “mind change”
[04:07] Empathy and customer-centric approach
[13:30] The role of AI in customer experience
[26:34] Develop leadership skills for customer experience
[31:25] The future of AI in customer and employee experience
Resources:
Connect with Brian:
Website: briansolis.com/
LinkedIn: linkedin.com/in/briansolis
Mentioned in the episode:
Mindshift: Transform Leadership, Drive Innovation, and Reshape the Future: amazon.com/Mindshift-Embracing-Unlimited-Possibilities-Visionary
Model for customer obsession: amazon.com/Blueprint-Customer-Obsession-Marbue-Brown
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