Chief Experience Officers represent the “glue” holding organizational experiences together, ideally involved in both employee-facing and customer-facing touch points. Key to experiential success is the careful design and delivery of said experiences. You’ve likely been leveraging at least some tenets of the design thinking mindset in experience design and development whether you realize it or not. However, a very thorough understanding and commitment to human-centered design can help to formalize more directly and purposeful innovation across all your experiences. This brief guide introduces you to the concept of design thinking, the tangible value design adds to organizations, and some thought leaders and resources to get you started design thinking.
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For the past several years, thought leaders have enthusiastically trumpeted the value of data. Advocating for “personalized experiences,” they have urged organizations to collect and use as much customer data as possible.
On May 25, a seemingly oppositional force will take effect: the EU General Data Protection Regulation (GDPR).
By restricting how European organizations and/or organizations communicating with European customers can collect, process, store and leverage data, the GDPR bottlenecks customer intelligence strategies. It turns the pursuit of customer data from a bottomless opportunity into a pressing strategic challenge.
In this report learn how to take GDPR, and turn it into your new customer-centric strategy for the future. Key topics include:
- Focusing on Data Strategy
- Unifying All your Customer Contact Systems
- Emphasizing Value Over Noise
- Stressing Security