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I joined Susan Lindner on her popular podcast Innovation Storytellers. This episode is live now and I'd love for you to hear it. We explore how to innovate the human experience. And, it’s only 23 minutes…
127: How to innovate the human experience
In this fascinating plot Innovative Storytellers ShowI'm joined by Brian Solis, Global Head of Innovation at ServiceNow. If you've ever been fascinated by how technology can serve as a catalyst for business transformation, this episode is a must-listen.
My favorite part of our conversation was discussing how we need to maintain our humanity when we start using these tools on a regular basis and, as expected, they start to feel like an extension of ourselves. His last book was published in 2019, , seems like a prescient primer on how we can navigate this new wave of volatility into the future. I hope you’ll listen to this great show and share your comments on how to design the human/AI relationship at work.
listen here. 👇
please look below..
Brian Solis, who has spent more than two decades studying digital Darwinism, discusses the changing role of executive briefing centers and innovation centers in the tech industry. These spaces were once just showrooms for platforms like ServiceNow, but have now grown beyond their original purpose. They are now key hubs for business transformation, delivering experiences tailored to the unique needs of visiting executives and potential customers. These spaces facilitate focused, transformative discussions and foster meaningful partnerships. They guide businesses to become more agile and resilient in changing market conditions.
However, this process is not without obstacles. This episode also delves into the challenges involved, such as information overload that can overwhelm visitors. It questions whether these centers, despite their high-tech appeal, risk becoming mere “window dressing” if they are not regularly updated to reflect current trends and technology.
The conversation moved seamlessly to a critical look at the marketing environment, emphasizing the importance of empathy and storytelling. Brian shares insights into how traditional marketing frameworks like personas and journey maps can limit a business’s ability to truly connect with their customers. Inspired by Pixar and Joseph Campbell's The Hero's Journey, he introduces novel concepts using storytelling techniques to humanize the customer experience.
Brian challenges listeners to rethink technology's potential impact on life and work, beyond its “wow factor.” He cited an example related to artificial intelligence, questioning the ethics and long-term implications of replacing human roles such as copywriters with machine-generated content. Instead, he proposes an innovative approach—enhancing humanity’s ability to create new, high-quality services that create new avenues for revenue and growth.
This episode sparks thoughtful debate and challenges conventional wisdom. It urges listeners not only to marvel at the capabilities of technology, but also to question and understand its broader impact on society, business and human well-being.
About Brian
Brian Solis is ServiceNow's Global Head of Innovation. He is also an eight-times best-selling author, international keynote speaker, and digital anthropologist. Forbes called him “one of the most creative and brilliant business minds of our time,” while ZDNet called Brian “one of the leading thinkers in the 21st century business world.”
Brian has been studying digital Darwinism for more than 20 years to understand the impact of disruption on businesses, markets and society. In his work, he humanizes technology and trends, helping leaders gain new perspectives and insights and inspire new ideas to thrive in the future.
Brian's research explores digital transformation, customer experience, experience design, innovation, cognitive enterprise, and the “future” of industry, trends, and human behavior.
His insight into future technology and business trends makes him a go-to resource for C-suite executives, media and marketing experts. He has published more than 60 research papers and actively shares his work in leading industry publications such as Forbes, ZDNet, CIO, eWeek, Fast Company, Adweek and Singularity University.
As a keynote speaker, Brian travels the world helping audiences embrace change, understand what's coming next and why, and take a leading role in shaping the future they want to see.
