Brian Solis was selected as one of the key speakers of the 7th Annual W20 PreCommerce Summit, a marketing innovation event, at the 2017 SXSW conference. The title of Solis’ talk: ‘The Experience When Business Meets Design’ (embedded below)

Some key takeaways from the talk:

 

• Customer Experience = The sum of all engagements a customer has with you during the customer lifecycle.
• Experience is human. It is evolving. How we design it needs to evolve.
• Experience happens whether you design it or not.
• Using Kodak as an example, the new “Kodak moment” is when you realize that your customers evolved so dramatically from your assumptions and it’s too late to change.