The Customer Experience Pyramid: Build Experiences That Matter More

The Customer Experience Pyramid: Build Experiences That Matter More

In this XD video session with Augie Ray, CX Senior Director Analyst with Gartner, learn how to balance the needs of the business with the needs of the customer, how successful brands create proactive experiences, and how your brand can measure the benefit of powerful and innovative experiences.

Designing for Humans in a Digital World: Intuition & Innovation

Designing for Humans in a Digital World: Intuition & Innovation

As leaders in our respective industries, we have all been challenged to design best-in-class guest experiences that are also innovative—new experiences that break the mold. The reality is that a great guest experience and true innovation may be miles apart, and the delta is dictated by what the guest is willing to tolerate.

Using Culture to Drive Customer Experience

Using Culture to Drive Customer Experience

Margot Daniel, Director of Digital Customer Experience for ADT, was part of a two-year organizational transformation from “Sales First” to “Customer First.” From this talk, you’ll learn techniques for moving your organization forward to become more customer-centric and culturally receptive to design thinking.