Real Canty is an Experience Researcher who creates insights through rigor and intuition to design trustworthy hospitality experiences for guests and hosts at Airbnb.
Real began his career as an applied scientist with a doctorate in Cognitive Psychology. He designed learning experiences and environments to promote mathematical and scientific reasoning in children and adults. However, he began his transition from scientist to design researcher with the co-founding of his first tech startup and then fully identified as a design researcher during his time at AT&T’s newly formed Design Technology group.
Is the customer function and the contact center specifically leveraging all of the tools in their toolkit to design customer touch points effectively? In his session, Real addresses some tools new to the customer function that can be incredibly effective in better meeting the needs of customers. Learn how to use both science and empathy to better understand and meet the needs of your customers.