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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.

Applying the XD Framework for Success: Ryan CIO Ray Ann Cacheria

Applying the XD Framework for Success: Ryan CIO Ray Ann Cacheria

In a speech to the XD Leadership Alliance in Dallas, Ryan CIO Ray Ann Cacheria shared what “experience-driven” (XD) means within her company, along with its impact on customer experience.