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The Future of Patient Experience & Innovative Experience Design in Healthcare: Visionary Keynote at HIMS22 https://www.briansolis.com/2022/04/the-future-of-patient-experience-innovative-experience-design-in-healthcare-visionary-keynote-at-hims22/

Brian Solis recently delivered his keynote presentation at HIMSS22, “Visionary Keynote: The Future of Patient Experience & Innovative Experience Design in Healthcare.”

Following the event, Teta Alim writing for HealthTech, summarized a series of keynotes focused on healthcare innovation. Her story included a summary of Brian’s presentation, too!

HIMSS22: Lessons to Reimagine Healthcare as Interconnected and Innovative

Experts at HIMSS22 share key insights on interoperability, the patient experience and provider perspectives on the future of care.

The annual HIMSS conference wrapped up Friday in Orlando, Fla., with a closing keynote from Olympian Michael Phelps on mental health, his career and the pursuit of dreams.

“On those days where we are sore, we’re tired, we had a bad night or bad sleep — how can I get one little baby step forward? I don’t like taking steps backwards. So you try to look at the small things and simplify things, break it down as simply as you possibly can and try to go from there,” Phelps said.

The experts at HIMSS22 shared much-needed insight on improving interoperability, visionary patient experiences and streamlining provider workflows.

Salesforce Global Innovation Evangelist Brian Solis delivers a visionary keynote address at HIMSS22, speaking on “The Future of Patient Experience & Innovative Experience Design in Healthcare.”

Making Patient-Centered Care a Priority

“The experiences that we give to patients and also to caregivers is one that’s steeply rooted in the past,” said Salesforce Global Innovation Evangelist and best-selling author Brian Solis during his digital visionary keynote address.

Solis highlighted consumer experiences in entertainment and retail as examples for how to improve patient experiences in healthcare. And to disrupt healthcare, there needs to be a balanced combination of iteration and innovation, Solis added.

Iteration is “doing the same things better,” he said, whether it’s using artificial intelligence, augmented reality or remote technology. “If the experience is just an improvement on an existing process, an existing product or service, it is just iteration.”

True innovation, he said, is “doing new things that create new value.” When paired together, healthcare organizations will be better equipped to move toward a patient-centric future.



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Upgrading the Airport Experience for Travelers – Airport Experience Conference https://www.briansolis.com/2022/04/upgrading-the-airport-experience-for-travelers-airport-experience-conference/

Via Shafer Ross, Airport Experience News

Brian Solis keynoted the Airport Experience Conference in Orlando, Florida. Following is a summary of his presentation, “Digital Disruption And The Post-Pandemic Consumer.” Following his presentation, Brian also signed copies of his best-selling book, “X: The Experience When Business Meets Design.”

AXC Keynote Solis Suggests Brands Redesign the Airport Experience

Special Coverage: 2022 AX Conference

Brian Solis is a digital analyst and anthropologist and Global Innovation Evangelist at Salesforce who took the stage at the 2022 Airport Experience Conference as the Keynote Speaker to discuss the tech evolution of the world post-COVID and what customers want.

“I spend a lot of time looking at every industry and predicting how it will change,” said Solis. He described the process of creating something new and the two conditions under which that process can happen. “There are two moments of true innovation: the off-on moment, where I have an idea and I’m excited to make it happen; then there’s the uh-oh moment – a global pandemic, a change in customers, our competitors are out-innovating us.” The latter situation isn’t ideal, he said, but the writing on the wall has been there for a while.

“The last two years have been dramatic,” he said. “But they’ve only accelerated what’s happened in the last twenty.”

In the airport specifically, he said, he feels there is so much room for true innovation because “in travel, rarely was the airport part of the experience.” Now, of course, gone are the days of a single fast-food restaurant and convenience store being the only options when moving through an airport. Still, Solis said, “there are a lot of things that get in the way of being creative.”

Too often, “We are business first, we are financial first, we are stakeholder and shareholder first; and every day that consumer is evolving. At some point, the consumer says, ‘I have choices and I’m going to exercise those choices.’” There’s a chasm, he said, between the business and the customer.

“Dedicating time and money to keeping up with change narrows the gap between business and consumer,” he said. “We have to find the opportunity to invest in new experiences when we know we’re going to get a return on those experiences.”

The global airport community, said Solis, has developed some new ways to stay abreast of what people want and what needs to change. “[Singapore] Changi Airport (SIN) is magical, immersive, innovative, modern – that’s what I’ve seen, that’s what other travelers say. It felt spacious, it felt the opposite of all the angst that we experience in airports around the world.”

Solis explained that, among other collaborative efforts with tenants, SIN has a program they call DIVA – Digital, Innovation, Ventures & Analytics. This marketing initiative creates a pathway for Changi concessionaires and partners to develop exciting and engaging promotional strategies to drive travelers throughout the airport to their businesses.

“Iteration is often confused for innovation,” said Solis. “Iteration is not a bad thing. We need it, we always need to constantly improve on what already exists; but that’s not enough – innovation is the creation of net new value. It didn’t exist before and as that value persists it can lead to disruption.

“Start with the experience we want people to have and work backwards to what our strategy will be,” he added.

Ultimately, Solis stressed the importance of seeing the future for what it is: potential.

“The future doesn’t exist yet,” he said. “We have a say in how that unfolds. …The future is going to happen because of the things you do different moving forward.”

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Designing the Customer’s Experience – Live at The CMO Club Summit https://www.briansolis.com/2022/03/designing-the-customers-experience-live-at-the-cmo-club-summit/

By Jessica Denny, The CMO Club

Brian Solis, Digital Anthropologist and Global Innovation Evangelist for Salesforce believes the pandemic fundamentally changed us all, calling it an epochal moment. During the 2021 CMO Club Innovation and Inspiration Summit, Brian shared how people are spending more time in the digital world than ever, but at the same time, they have stronger preferences about what they want from brands.

Customers want more than a transactional experience: they want to feel like brands are aligned with their values and feel understood. Companies that will thrive in this new environment will be the ones able to create what Solis calls “ignite moments”—those exceptional moments that will set your brand apart in customers’ minds.

In response, Solis suggests that companies need to transition from focusing on customer experience and product experience to “the customer’s experience” in a holistic sense. It may seem like a subtle change, but Solis argues the apostrophe makes all the difference.

By framing customer experience from the view of the customer’s experience, we shift focus to the individual and their experience at all stages of interaction with a brand. Are you ready to transform your companies customer journey with a focus on ?

All we’re doing is using technology to get closer to people, to understand them, and to show them we understand them. – Brian Solis

CUSTOMER EXPERIENCE VS THE CUSTOMER’S EXPERIENCE

The customer’s experience is the sum of engagements a customer has with your organization in every touchpoint throughout their journey.

Shifting the focus to the customer’s experience in a holistic way is an opportunity for CMOs to expand marketing to be integrated across the customer journey.

People remember exceptional experiences, both positive and negative. To build loyalty, you need to deliver more than just the expected outcome but deliver an exceptional experience.

CUSTOMERS WANT TO BE UNDERSTOOD

The pandemic drove both businesses and their customers further into the digital world and digital experiences. But digital experiences can often feel utilitarian and have less warmth.

66% expect businesses to understand their unique needs and expectations

68% expect brands to demonstrate empathy (more personal engagement)

76% expect consistent interactions across departments

84% of customers say the experience you provide is just as important as your product and services. Focus on building customer experience from the ground up in a way that is responsive and empathetic as well as delivers exceptional value.

For the last 50 or 60 years, we’ve used technology to get further away from people, to automate, to scale. This is the moment we can use technology to connect – Brian Solis

EXPERIENCE INNOVATION

To build a more humanized and individual experience, companies need to integrate data from across departments, but only 15% of companies have a single view of customer data and the organizational structure to use it.

Companies that can use data to transform the customer’s experience from a 360-degree perspective will have a major advantage.

Ignite moments are created when you have customers’ attention and you are able to convey empathy, but also to deliver value.

Brands that can effectively express “digital empathy” to their customers have the opportunity to build incredible customer relationships and loyalty.

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Digital transformation: 3 focus areas to prioritize – The Enterprisers Project https://www.briansolis.com/2022/03/digital-transformation-3-focus-areas-to-prioritize-the-enterprisers-project/

via Joe Fizor and Scott Ward, The Enterprisers Project

Digital transformation is a business imperative for 2022 and beyond. Consider these three key areas to help ensure a successful strategy.

Digital transformation: The term has been around for years but its meaning often remains vague and largely undefined, even for IT decision-makers.

As a result, in 2021, an estimated $700 billion in digital transformation spending fell short of delivering the desired results. Common reasons include an overwhelming number of applications in an organization’s tech stack, a lack of technical knowledge to deploy new solutions, and resistance from employees to adopt new digital technologies.

3 digital transformation initiatives to prioritize

So how can you ensure that your organization maximizes its digital transformation investment this year? Let’s break down some of the significant areas of focus and notable directions for transformation in 2022.

1. Customer experience

The Harvard Business Review illuminates how dynamic this sphere has become. Author Brian Solis writes, “An authentically customer-centric company serves customers by knowing them. Each discipline within the organization is no longer functioning in isolation, but more like a relay racer passing a baton: sharing the data, insights, and opportunities for personalization and enchantment. It’s an embrace of 360-degree data, insights, processes, systems, and organizational models to center on the customer.”

Such forward-thinking strategies will become necessary as digital markets continue to grow and reach nearly unfathomable sizes.

2. Security

3. Edge computing, 5G, and SD-WAN

Please read the full article here.

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