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 and what they find intuitive.
How do you transform a culture to be more customer-centric? Margot Daniel, Director of Digital Customer Experience for ADT, was part of a two-year organizational transformation from “Sales First” to “Customer First.” Starting with gathering customer insights and data, this knowledge was used to shape goal-driven design and ultimately serve as a model for the mindset of the entire organization. From this talk, you will learn techniques for moving your organization forward to becoming more customer-centric and culturally receptive to design thinking.
Intuit’s mission is to Power Prosperity Around the World. It’s a big, ambitious mission – and Intuit believes Design Thinking is the key to unlocking this ideal future state. James will feature case studies showing how Empathy, Leap of Faith Assumptions, and Experimenting with Prototypes are making measurable impacts.
In this presentation, Brian Sullivan explores ways to make design part of the corporate DNA and looks at mundane to strategic activities throughout the enterprise. He reviews ways to insert design into people's daily routines so that, with a little time, it becomes second-nature and ingrained into the corporate DNA.