Using Culture to Drive Customer Experience

Speaker: 
Margot Daniel, Director of Digital Customer Experience at ADT

Topic: 
Using Culture to Drive Customer Experience

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 Margot's talk, you will learn techniques for moving your organization forward to becoming more customer-centric and culturally receptive to design thinking.

Watch the video now:

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About XD Leadership Alliance

The mission of the XD Leadership Alliance is to recognize and connect industry thought leaders in the fields of design, technology, research, product and marketing. As customer experience continues to be the top driver of digital transformation for organizations, experience-driven (XD) businesses are leading the way in increasing market share and delivering greater ROI. The new ideas and collaborative efforts of the XD Leadership Alliance are aimed at keeping us at the forefront of this vital economic initiative.

For more information and to get involved, visit the XD Leadership Alliance now at experiencedriven.com.