XD Experts

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, you'll 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.

From Research to Engagement: Innovation in Customer Understanding

From Research to Engagement: Innovation in Customer Understanding

In this presentation, Smartsheet’s Lada Gorlenko explores innovations in customer understanding that will lead to a more robust understanding of your customers and how to tie that knowledge directly to product innovation. She also discusses how to scale insights from research without necessarily scaling your team.

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 and what they find intuitive.

Putting the "Information" Back into Information Technology

Putting the "Information" Back into Information Technology

In this presentation, Sam Jebeli-Javan discusses the concept that information -- specifically, client-oriented information -- should be the focus of any enterprise. He shares what truly links all successful companies is an unrelenting curiosity and maniacal focus on the needs of the clients.

Using Culture to Drive Customer Experience

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

Making the Unnatural Natural: Getting Design Into the Corporate DNA

Making the Unnatural Natural: Getting Design Into the Corporate DNA

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.

Launching Customer Experiences to Make 2018 Your Best Year Yet

Launching Customer Experiences to Make 2018 Your Best Year Yet

XD's first meeting of 2018 was an opportunity to reflect on 2017, and look into 2018 and beyond. Our panel of experience leaders discussed topics around improving CX, integrating customer learning into the agile process, prioritizing efforts to deliver the best possible experiences, and more.