Instagram story viewer> @briansolis> Posts

Brian Solis

@briansolis

61.4K

followers

702

following

Futurist, 10x Best-Selling Author, Keynote Speaker, Head of Global Innovation @servicenow

POSTS STORIES REELS

What a week across the Atlantic! Team @Wiley_Global represented "Infinite∞" at @Thinkers50 in London! I wish I could be there, but planning on it next year!

And now here in Vienna, “Infinite∞” is live in the bookstore at the @globalpeterdruckerforum (and I'm here too!) Come by and say hi! 👋

www.infinitecompany.ai

#AI #leadership #innovation #business #keynotespeaker #futureofwork by @briansolis

73% of adults under 30 believe Al will lead to fewer jobs. That’s a leadership problem. If people can’t see where they belong in the future we’re building, we shouldn’t be surprised when they resist it.

We need to change that. And I mean...we.

Please watch, share your take in the comments, and follow for more on Al, business, work, humanity, optimism, and what comes next.

#Al #FutureOfWork #Leadership #GenZ
#careerdevelopment by @briansolis

Most companies don't know what to do with AI, so they automate the past instead of inventing the future. That's the core idea behind Infinite, the new book from my guests Brian Solis and Dave Wright, and the conversation we had on this week's What's Next.

Brian and Dave argue that leaders fall back on what they already know, which is why AI ends up doing yesterday's work faster. We talk about the IKEA story, where a contact center automation became a new growth business, and why every workflow needs someone accountable for it.

If you're leading a team right now, this one is worth your time. I asked the questions I'd want answered in my own organization.

Link in bio to listen to Episode 369.

#AIStrategy #BusinessTransformation #WhatsNextPodcast #Leadership #Innovation by @briansolis

This made my heart smile! I don't love how I look in this picture, but I do love how I felt in the moment. I was deplaning @United UA1320 SNA-SFO, when I said goodnight and thank you to the flight attendants. Just as I was about to step off the plane, I heard, "I loved Mindshift by the way!" 🥰 I stopped and turned around (getting out of the way of everyone else.

She shared that she read it as part of a leadership course she was taking. I gave her a hug and asked for a picture. This is Eleanor. She made my week!

Thank you! 🫶

#travel #author #travellife #positivevibes #moments #memories #lifeisbeautiful #happy #smile #flightattendant #flightcrew by @briansolis

“On the internet, nobody knows you’re a robot.”

This aged well. The year was 2018. For a series of talks on reimagining customer experience (CX), I worked with @Gapingvoid Culture Design Group to visualize the reality that no one wakes up hoping that's the day they get to talk to a customer service AI agent or AI chatbot. It was a play on the 1993 meme, "On the Internet, Nobody Knows You're a Dog."

#CX #ai #leadership #business #keynotespeaker #innovation #customerxperience #experience #customerservice #design #ux by @briansolis

Which way do we go? 🧭

www.infinitecompany.ai

#leadership #booskstagram #author #innovation #futurist #keynotespeaker #business #futureofwork #AI by @briansolis

Don’t sound like “AI” 🤖
Use AI to be human 🫶

#AI #sign #leadership #humanity #human #empathy #community #behuman #compassion #caring by @briansolis

This is a story about great customer service *and* what it means to care about people...to be in service of others.

Please meet Catherine Palmer, flight attendant U193999 with @United. I met her on flight UA1704 on Sept 19th flying from DEN to SNA after returning from a personal trip where I said goodbye to someone incredibly special to me, and everyone around her.

Catherine asked for my opinion on wine profiles, which led into a fun conversation about The Bachelor franchise, New Zealand Sauvignon Blancs, my trip to Auckland, why I was in Denver, and eventually a taste test between chardonnays! Though we had a wonderful series of conversations, she also delivered the same care to the cabin.

She gave me her card, we hugged before I deplaned, and captured this memory before I ran off to the luggage carousel!

Thank you, Catherine! Thank you, United! ✈️ 🫶

#customerservice #unitedairlines #customerexperience #cx #customerloyalty #memories by @briansolis

CEOs should absolutely use AI to help them make better decisions. But there’s a line we need to talk about. Ask, is AI thinking with you…or is it starting to think for you? 🤔

IBM recently found that 64% of CEOs are comfortable making major strategic decisions based on AI-generated input. Another study found that 62% of CEOs are using AI to make “most decisions.” And 46% of CEOs said they now rely on advice from AI more than that of their own leadership teams.

Beware of cognitive offloading, which can lead to a decline in critical thinking, judgement, and creativity, reinforce cognitive biases, and accelerate cognitive Darwinism.

Pfizer CEO Albert Bourla has talked about using AI when he’s wrestling with an important decision. He already has trusted people whose judgment he seeks out. Now, AI has become another perspective at the table…something that can challenge his assumptions, surface what he might have missed, and help him see a decision differently.

That’s augmentation, which helps lead to exponential capability.

Without intent and leadership, AI stops challenging our thinking and starts replacing it.

When we ask it what to believe instead of what we might be missing…

When polished answers become substitutes for curiosity, debate, reflection, experience, intuition, and judgment….

Honestly, that’s cognitive offloading.

And for leaders, the stakes are enormous.

The higher you rise in an organization, the more consequential your judgment becomes. So perhaps the goal shouldn’t be to outsource more thinking to AI. It should be to use AI to become a better thinker.

Use it to challenge your assumptions. Ask it to argue the other side. Surface blind spots. Model scenarios. Find signals you missed. Pressure-test the strategy.

But whatever you do, don’t surrender the responsibility, the gift, to think.

AI should increase your intelligence, not replace your intellectual agency.

The most important skill for an AI-era CEO may not be knowing how to get answers from AI. It may be knowing when not to accept them or when not to use AI at all.

I unpack this in less than three minutes. 👇

#innovation #leadership #ceo #leader #ai #futuretech #keynotespeaker by @briansolis

I’ve been thinking, if AI is changing everyone’s job, why aren’t we talking more about how the role of CEOs needs to change too? 🤔

Two of the world’s most recognizable CEOs recently made extraordinary admissions about AI.

Former Walmart CEO Doug McMillon said he could start the company’s next major AI transformation, but he couldn’t finish it.

Coca-Cola’s James Quincey described an entirely new wave of transformation and concluded that someone else should lead the company into its next era.

I’ve been thinking about these announcements and wondering why this conversation isn’t louder.

These weren’t CEOs being replaced by AI. AI didn’t take their jobs.

These ARE leaders who recognize that AI is changing what leadership itself now requires. That may be one of the most important AI stories executives aren’t talking about enough.

AI is different because it changes how companies operate (at least it should). AI changes how decisions get made, how work flows, how customers are served, and how value is created. And increasingly, AI changes how leaders have to lead.

Every CEO (and the boards who advise them) should be asking…
If AI is transforming everyone else’s job in my organization, how is it transforming mine? And, can “I” change faster than AI evolves?

I unpack this in about two minutes. 👇

Also, please read Infinite ∞, it’s a blueprint for what AI Business Transformation looks like, step by step. 🙏

www.infinitecompany.ai

#ai #business #future #futurist #keynotespeaker #servicenow #innovation #transformation #leadership #futureofwork #creator by @briansolis

This aged well. Sharing a statement of art @Gapingvoid Culture Design Group and I created in 2014 in an ebook that explored, in a creative, fun, (and witty) way, the importance of "people" and "relationships" in the digital era. The same is true, more so, in an era of AI.

"In a world of machines, humanity is the killer app."

#humanity #ai #innovation #leadership #futurist #keynotespeaker #human #artificialintelligence #design #culture #people #relationships #pr #publicrelations #publicity #intelligence by @briansolis

Before you replace people with AI, please watch this.

@Ford automated jobs with AI, let people go, and surprise, quality went down.

@Klarna automated customer service at massive scale with AI, and then customers didn't feel served.

We need to talk more about what they learned.

Yes, AI can perform tasks. But AI can't perform jobs.

Tasks are not the same as human judgment, experience, context, empathy, intuition, or knowing what to do when something unexpected happens.

That’s the mistake too many leaders are making right now.

The future of work isn’t about putting AI in place of people. It’s about putting AI to work for people.

Redesign the work. Elevate human capability. Let machines do what machines do best, and give people the ability to do what they do best, better and augmented with AI.

Please watch the 2-minute video. 👆

#FutureOfWork #Leadership #innovation #futurist #future #keynotespeaker #cx #customerservice #ai by @briansolis