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.

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

4. What is experience?

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.

12. #LEARN
TO UNLEARN

13. Innovation begins
here,
here,
here,
and here.

14. WELCOME TO THE
#EGOSYSTEM

15. And, digital introverts…

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

31. Consumer
Experience
Web
Store
Rep
Email
VideoImagery
Reviews
Social
Shared
Experiences
Branding

32. Product
Usage
Product
Design
Software
UX/UI
Remote
Services
AppSupport
Call
Center
Registration
Digital
Marketplace
User Experience +
Customer Experience
Branding

33. Brand Experience
Brand
Product
Usage
Product
Design
Software
UX
Remote
Services
AppSupport
Call
Center
Registration
Digital
Marketplace
Web
Store
Rep
Email
VideoImagery
Reviews
Social
Shared
Experiences

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