Brian Solis delivered the keynote speech at EMS 2023 in Las Vegas, the leading conference for creators of the brand experience.

Solis’ keynote focused on “Creating Next Generation Customer Experiences” by reimagining the art and science of experience design. His mission was to help experience architects create more innovative, immersive, and memorable experiences. He shared insights from Disney imagineers and storyboard artists, Apple’s UI and UX spatial computing methodologies, and the role of memories in experience.

Event Marketer magazine also shared highlights from Brian’s talk.

Brian Solis asked the audience, “What are the moments that serve as your signature experience?”

In addition to getting pumped for the day with breakfast, a live DJ and trivia challenges, attendees learned about creating next-generation customer experiences, cultivating the energy exchange and looking at the role of events in 2023 from keynote speakers. Brian Solis, author of “X: The Experience Where Business Meets Design,” highlighted the importance of creating positive personal experiences that meaningfully connect brands with consumers. He pointed out how easy it can be to get caught up in the tech that will deliver digital experiences in today’s digital-first world, but he advised that the human element is essential to consider when writing the next event playbook.

“Experiential innovation is the result of empathetic design,” Solis said. “And empathy is the gift we first give ourselves in order to also give the gift of experience to others.”

Solis cast the spotlight on the future of physical, online and hybrid experiences and how to reimagine existing and emerging touchpoints as “ignite” moments. He explored ways to unify 360 customer journeys and create enchanting, personal experiences that connect brands with customers, meaningfully.

His keynote also helped audiences learn:

How “micro-moments” are reshaping the new customer journey in each of the five “moments of truth.”

How post-pandemic experiences become memories and new ways to connect brands with customers.

Why transcending touchpoints into “ignite” moments can accelerate brand experiences.

How to respond to “accidental narcissism” by genuinely enchanting customers.

How to elevate your event teams by aligning Brand Experience (BX), Customer Experience (CX) and User Experience (UX) to change how companies work, sell and serve.

“Experiential innovation is the result of empathetic design. And empathy is the gift we first give ourselves in order to also give the gift of experience to others.”