Ali is a Customer Experience Design leader at Dow Jones. Ali is no stranger on how to strike the right balance with surprise and delight when it comes to her customers and how to get executive buy-in for experience design.
2020 pushed us all to the brink, from adapting to consumer preferences to testing business continuity. A successful future is dependent upon continued operational agility, a keen understanding of data, and a human-centered approach to designing and delivering the end-to-end experience. Ali Lichtenstein is responsible for leading the global CX design team responsible for the end-to-end experiences for Dow Jones’ customer base. In this session, she shares her 2020 journey, lessons learned, and strategies for future-proofing your end-to-end CX strategy.