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Brian Solis, Altimeter Group: The Experience When Business Meets Design


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Brian Solis, Altimeter Group: The Experience When Business Meets Design at W2OatSXSW's PreCommerce Summit

Published in: Marketing

Brian Solis, Altimeter Group: The Experience When Business Meets Design

  1. 1. @BrianSolis
  2. 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. 3. How you experience the world is and isn’t like how customers experience your brand.
  4. 4. The Challenge of Experience Design in 1 Picture
  6. 6. Brand What we say and do Experience What people feel and share ExperienceDivide
  7. 7. Do You Have An Experience Style Guide?
  8. 8. Defining brand experience…
  9. 9. Defining customer experience…
  10. 10. CX The sum of all engagements a customer has with you during the customer lifecycle.
  11. 11. Defining experience…
  12. 12. Experience is something you feel, something you sense and interpret…it’s measured by how you react.
  13. 13. 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
  16. 16. Experience design starts with conforming to expectations and aspirations of people instead of making them conform to your legacy perspectives, assumptions, processes and metrics of success. @briansolis
  17. 17. Design for humans…
  18. 18. Brian Solis Altimeter Group, a Prophet Company @briansolis