W20 Group, host of the 7th Annual W20 Precommerce Summit at the 2017 SXSW conference, has posted key takeaways from Brian Solis’ talk “The Experience When Business Meets Design” (video embedded below.)

From the article:

Key Takeaways:

• 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.
• Bryan’s description of the storytelling arc for brands today: HEEYY!!!… and now we’re out of money.
• Our job is to engage every person in this picture. Who are you designing experiences for? See picture below.