THE FUTURE OF BRAND, TECH & BUSINESS IS EXPERIENCE
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Experience matters. But what is experience? Aside from being one of the biggest buzz words of 2016, experiences are the heart and soul of all things disrupting the world as we know it. Brands. Tech. Business. Everything. The desire to deliver new experiences is driving innovation across every industry. As a best-selling author, digital analyst and anthropologist and influencer, Brian shared his insights around what really makes an experience “an experience,” why and how our favorite brands create experiences and how to become an experience architect in all you do.
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THE FUTURE OF BRAND, TECH & BUSINESS IS EXPERIENCE
- 1. @BRIANSOLIS
- 2. The new “Kodak moment” is that moment when you realize that customer behaviors and preferences changed so dramatically from your assumptions that it’s too late to change. @briansolis
- 3. It’s so easy to forget that there are real people on the other side of our work. Why do we allow ourselves to get caught up in legacy processes, rules and metrics at a time when we are empowered, even accountable, for re-imagining the future of everything? @briansolis
- 5. Experience is something you feel, something you sense and interpret…it’s measured by how you react.
- 6. Brand What we say and do Experience What people feel and share in each touch point ExperienceDivide
- 7. What is customer experience?
- 8. X Marks The Spot Customer Experience is the sum of all engagements a customer has with you during the customer lifecycle.
- 10. We can find every reason why we can’t do something new. But, those who question “why not?” and do something about it are the ones who innovate. Do not stand in their way and don’t steal their hard work.
- 19. The line between reality and virtual reality is vanishing. You now have to design experiences that span online and offline.
- 20. Master Total Re-CXing People look at their phones 1,500x each week. They spend 177 minutes on their phone per day.
- 21. Behind every screen, every expression and impression, is a human being…not a consumer.
- 22. Innovation is all the work you do to conform to expectations and aspirations of people as they evolve instead of making them conform to your legacy perspectives, assumptions, processes and metrics of success. @briansoli s
- 23. Ladies and gentlemen, The Cluster Funnel
- 25. The 90s called…they want their Internet back.
- 27. Why is Turning on the TV Still So Hard?
- 28. I tried to be innovative once, but I got stuck in meetings.
- 29. Closing the experience divide
- 30. BX CX UX Brand Experience User Experience Customer Experience Brand The experience that users should have before, during and after engagement with the platform? How does this fit into my lifestyle? Where does this add value? What value does it add? What do I feel? What do I tell people? The individual + the sum of all interactions with the platform in each moment of truth. How does CX bring to life the confluence of the brand promise and the brand experience The brand is the essence of the experience people have and share. More and more, the brand needs to be emblematic of consumer aspiration, relatability and personality. It’s more than creative, design and pillars, it’s emotional, personal… User experience (UX) refers to a person's entire experience using a particular product, system or service. New trends though are making UX frictionless…even mindless or intuitive with movements suh as “No UI = Next UI” and also “Conversational Commerce.” BRAND
- 32. Product Usage Product Design Software UX/UI Remote Services AppSupport Call Center Registration Digital Marketplace User Experience + Customer Experience Branding
- 34. What is the experience you want people to have, feel, and share?
- 35. On a lifetime value basis, emotionally connected customers are more than twice as valuable as highly satisfied customers. Emotional Hooks Credit: Alan Zorfas and Daniel Leemon, HBR
- 38. Fix the fundamentals Eliminate friction Differentiate Innovate The Pyramid of Rapid Innovation
- 40. Loyalty and advocacy are the byproducts of meaningful and personal experiences…now and over time. And, it’s by design. #experiencedesign - @BrianSolis
- 41. This is space. It’s yours to design.
- 42. Brian Solis bsolis@prophet.com Altimeter Group, a Prophet Company briansolis.com @briansolis Linkedin.com/influencer/briansolis Facebook.com/thebriansolis
Editor's Notes
- http://notable.ca/a-photographer-is-removing-phones-from-his-images-to-show-how-addicted-we-are/
- http://www.siriusdecisions.com/blog/three-myths-of-the-67-percent-statistic/
- Give them something they didn’t know they wanted and now they can’t live without it.
- Give them something they didn’t know they wanted and now they can’t live without it.