Customer Experience & Service Design Leader
Agenda Day 3: Main Conference & Site Tours
Friday, September 14th, 2018
8:10 AM Morning Keynote Address: How to Deliver on a Culture of Customer-Centricity through Human-Centred Design & Empathy
Most organizations trumpet being customer centric as a key strategic mandate, but many struggle to move beyond good intentions or superficial initiatives. The transformation to customer-centricity is a long and difficult one. It goes beyond customer journey maps and CX councils to deeper cultural change that begins to challenge orthodoxy and change belief systems.
Empathy is at the heart of this change, for both customers and employees. A truly customer-centric organization is also an employee-centric one. Hear from two experts who have used Human-Centred Design at five large enterprises to drive this change to learn how to:
- Foster a culture of Empathy through actionable, measurable tactics
- Embed Human-Centred-Design and it’s powerful problem solving frameworks