Brian Solis

Brian Solis is a digital analyst, author, and innovation strategist whose career has focused on the intersection of technology adoption, customer experience, and organizational transformation. He serves as Head of Global Innovation at ServiceNow, an enterprise cloud software company focused on digital workflow automation, where he works on strategy, thought leadership, and the application of emerging technologies to enterprise operations.

Before ServiceNow, Solis spent over a decade as a principal analyst at Altimeter Group, a research and advisory firm focused on digital transformation. He was one of the earliest analysts to systematically study social media's impact on business and later expanded that focus to cover AI, customer experience, and the broader forces of digital disruption.

Solis is a prolific author, with a body of books examining how digital technologies, and more recently AI, are reshaping business models, customer relationships, and organizational culture. His work consistently addresses the human dimension of digital transformation: technology adoption is not a technical project but a cultural and organizational one.

His 2011 book Engage! addressed social media strategy; What's the Future of Business (2013) introduced his thinking on customer experience innovation; X: The Experience When Business Meets Design (2015) focused on designing meaningful customer experiences in a digital-first world. His more recent work has focused directly on AI and the future of work.

Solis has spoken at hundreds of conferences globally and has built a significant following among enterprise technology practitioners. His more recent writing and speaking has concentrated on AI strategy and the executive disciplines required to deploy AI without breaking the customer relationships and employee trust that companies depend on. He has been a featured contributor to industry research efforts on AI adoption maturity, and his work has been published in venues including Harvard Business Review, MIT Sloan Management Review, and Forbes. The arc across his career, from early social media to AI, reflects a consistent intellectual position: every wave of consumer technology forces a corresponding redesign of the operating model, and the organizations that confuse the technology question for the operating model question end up adopting the wrong things in the wrong order.

Brian Solis brings the digital transformation analyst's perspective to the AI First Principles movement. His decades of research on why digital transformations fail have produced a consistent finding: technology adoption projects that ignore the human, cultural, and organizational dimensions fail regardless of the quality of the technology. That finding is the organizational substrate beneath the AI First Principles.

His work at ServiceNow, an enterprise platform deeply invested in AI-powered workflow automation, means his engagement with the principles is not theoretical. Build From User Experience and People Own Objectives are principles his work at ServiceNow must operationalize daily. His endorsement represents the enterprise digital transformation perspective: the principles are what responsible AI deployment looks like in practice.