Brian Solis Blog

I recently had the opportunity to speak with leaders at a global entertainment powerhouse, which was a meaningful full-circle moment for me. Before moving to Silicon Valley in the 1990s, I lived not far from the studios. At the time, I thought my future might unfold in entertainment or technology. Somehow, I found a way to stay connected to both. But the path was through technology and a career in Silicon Valley and the Silicon Valleys around the world.

Source: OTempo O uso da Inteligência Artificial (IA) na medicina é um caminho sem volta, mas a tecnologia precisa ser aproveitada para recuperar características que deveriam ser inerentes à profissão. Especialistas em inovação, cuidados e saúde alertam: é mais do que urgente priorizar a escuta do paciente, a prevenção da saúde e a distribuição do acesso a esses avanços.

Source Brian Solis: Mindshift and the Post-Digital Organization Brian Solis is a digital anthropologist, nine-time bestselling author, and Head of Global Innovation at ServiceNow. He previously held the same role at Salesforce and serves as a special advisor to the United Nations global innovation team. His latest book, Mindshift, argues that the urgent problem is cognitive rather than technological — the willingness to challenge the status quo before the market forces it.

via .then, Andrea Lucchesi In recent years, the concept of Business of Experience (BX) has gained growing importance, going beyond the traditional approach to Customer Experience (CX). It is no longer just about satisfying customers, but about building an experiential ecosystem that involves every aspect of the company: from the product to internal culture, from the brand to the innovation strategy.

via AG Connect Elke week kondigt er wel een bedrijf een nieuwe copilot, assistent of AI-agent aan. De investeringen zijn enorm, de verwachtingen hoog. Maar ondertussen blijft de echte transformatie uit. Organisaties worden productiever op taakniveau, maar werken niet fundamenteel anders. En door steeds meer losse agents toe te voegen, vergroten ze onbedoeld het probleem dat ze proberen op te lossen. Het is een scenario dat ik keer op keer tegenkom.

The conversation about AI has moved quickly from possibility to pressure or sense of urgency. Leaders are being asked to show results, justify investment, and prove that new tools are changing the business. But there is a more fundamental question underneath all of that…what happens when a new form of intelligence enters an organization whose workflows, decision rights, management systems, and operating structures were designed for a different era?

As artificial intelligence helps people produce content at a blinding pace, personalization, and automation abundant, empathy, creativity, digital warmth, and memorable experiences become more valuable. I recently had the privilege of traveling to Johannesburg for my first visit to South Africa, where I opened the Standard Bank CIB Brand & Marketing Blue Flame Awards Gala.

My conversation with Cal Fussman on “Big Questions” began with one of the most unsettling questions of the AI era. Since then, warnings from inside the frontier labs have only intensified. That makes the question even more urgent: If AI is accelerating faster than our ability to understand it, what is our role in shaping what comes next? There was a moment last year that shook me. I was watching Geoffrey Hinton, one of the pioneers of artificial intelligence, talking with Steven Bartlett.

My latest for Forbes explores why AI in customer service must evolve beyond mere cost-cutting to deliver intelligent, personal, and experiential journeys. The traditional CRM, once a siloed record system, is transforming into an orchestrated action hub, leveraging AI agents. However, a critical “platform problem” arises from disparate vendor agents, causing sprawl and inconsistent controls.

via The Financial Brand Only 18% of banks have integrated AI workflows. Everyone else is automating the past. Most banks and credit unions are using artificial intelligence to make yesterday’s work faster, then measuring the result with yesterday’s numbers. Brian Solis, Head of Global Innovation at ServiceNow, and Dave Wright, Chief Innovation Officer at ServiceNow, call this the iteration trap and argue it is the same failure that has consumed digital transformation.