Join us for XD Dallas on June 6 as we hear about the new era of the healthcare consumer, featuring guest speaker Kathi Cox, SVP of Integrated Experience with Texas Health Resources.
Accessibility is more than code compliance and avoiding law suits. Many organizations are still struggling with justifying the cost of implementing accessibility. In reality, accessibility offers many advantages and opportunities such as: future proofing code, creating human-centric and empathetic designs, building innovative products. Accessibility should be leveraged as an overall strategy for your organization, apply to join today.
So how do you understand your customers and focus in on the right investments for 2019? Our panelists will discuss how they’re using customer insights to prioritized their efforts, how they’re removing roadblocks, and how they're planning on competing mainly on customer experience in the coming year. apply to join today.
DALLAS: How to make the Frame Work - Practical tips to increase your success rate implementing any new processes in your organization.
Each day we are presented with a new framework or process to make us more productive. We get excited, think it could create positive change, and then end up crying in the corner six months later. Ben will provide practical tips for helping to initiate and execute through any change; apply to join today.
Being on purpose creates greater accountability for results. In this talk, we will discuss the latest data regarding the ever-expanding multi-generational workforce and the impact it is having on the workplace. We will unpack the five key learnings from the research and provide simple tools to maximize your organizational results regardless of your generation; apply to join today.
DALLAS: If Everybody Owns It, Nobody Owns It: Ensure Accountability by Attaching KPIs to Design Thinking
There is often a wave of excitement as companies start embracing Design Thinking throughout their entire organization. Executives, Product Owners, Developers, and Designers are excited about delivering products and services that their customers love. But over time, if teams are not connecting KPIs to the work they’re doing, things can swing back to more familiar, outdated practices. In this, talk Ryan Gachet will share how Liberty Mutual is in the midst of transforming their organization to maintain their focus on modern design practices by “Managing Up” to their KPIs and determining long-term Design ROI; apply to join today.
Leverage Data to Drive and Improve Your Customer Experience
Having access to all of the information in the world is useless if you are not using the insights you gain to innovate and improve the experience of your customer. It’s imperative that organizations effectively gain, understand, and act upon the data they do collect. Six Sigma, Analytics, Machine Learning, A.I., Big Data, Lean Startup, Agile — these are just some of the methods for gathering data and should be core to what you do inside your organization. So, how are you doing this in your company? Is it enough? Learn how to crawl, walk, run with your own information gathering processes. apply to join today.
Consistent reflection and revision are key components to crafting great experiences for your customers, partners and even employees. Being fiercely open with what isn’t working and why is even more important than celebrating what is. In this session, the Cariloop Executive Team will provide a self-assessment of how well they feel Cariloop embodies the Four Strategic Principles of the XD Leadership Alliance and share examples of how they applied them, what worked, what didn’t and why.
How do you transform a culture to be more customer-centric? Margot Daniel, Director of Digital Experience and Engagement at TTI, Inc., 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.
Design can seem unnatural to many companies and corporate leaders. They know it is important, but design is just not in their DNA. Their daily activities are filled with other tasks. It is someone else's job to think about design. How do you make the unnatural feel more natural?
With experience becoming ever more important to businesses, we’re taking XD's first meeting of 2018 to reflect on 2017, and look into 2018 and beyond. Our panel of experience leaders will discuss topics around improving your CX, integrating customer learning into the Agile process, prioritizing your efforts to deliver the best possible experiences, and more. In this Q&A format, it's your opportunity to pick our panelists' minds and tap into the power of Dallas' experience-driven leaders.
Moderator, Jeremy Johnson, VP of Customer Experience, projekt202
Daniel Hall - Chief UX Designer, Toyota
Greg Colandrea - Chief Information Officer, YPO
James Helms - Design Leader, Intuit Proconnect
Margot Daniel - Director of Digital Customer Experiences, ADT
Rachel Meyer - Director of Integrated Customer Experiences, Pizza Hut
Ray Ann Cacheria - Chief Information Officer, Ryan, LLC
Using Customer Insights to Drive Strategy
A well-executed business strategy can mean the difference between an organization’s life or death in the marketplace, but what best informs that strategy? In this “Using Customer Insights to Drive Strategy” presentation, we will explore why and how businesses will want to leverage experience-design work in new ways. We will explore ways and techniques that Experience Design can increase product leadership, operational excellence and customer intimacy.
Healthcare is notorious for bad experiences – from boring open enrollment meetings, to finding doctors who listen and communicate clearly, to figuring out why the bills are so darn expensive – the healthcare journey for most people is a revolving door of frustration. Compass sees these realities in healthcare as an opportunity to disrupt an industry. By using experience-driven principles across all areas of the organization, Compass is changing the way people view their health benefits and interact with the healthcare system. In this session, Cliff will discuss techniques that Compass has used to study, modify and measure user experience and the impact that approach has had on healthcare decision making.
Rocket Williams, Vice President of Software Engineering
The Financial Benefits of Being Experience-Driven
Experience-driven (XD) businesses in the Dallas Metroplex are consistently winning on the battleground for market share, but the benefits extend to cost savings, customer loyalty, and increased sales all leading to improved financial benefits.
BBVA is making Design Thinking the key component to their digital transformation. Don Relyea, CXO of the BBVA Dallas Creation Center and Global Head of IP, discusses his experiences sharing design thinking techniques with BBVA Compass. These techniques helped establish a unified support for design and digital transformation throughout the entire organization.
Anne Balsamo, Dean of the School of Arts, Technology, and Emerging Communication, and Interaction Design Professor Cassini Nazir will share how their program teaches the next generation of designers, explore trends that companies hiring designers need to look for, and introduce ways that industry and community members can collaborate with the University.
Great customer experiences are key, and as a digital-first company, Topgolf is a master at providing technology solutions that deliver efficient, automated, personal services at scale with more than 10.5 million players annually. CTO Andrew Macaulay will share what Topgolf’s guest-focused culture looks like and how they’re using advanced technology solutions to create memorable social experiences.
Positioning your team to be Experience-Driven
So how do you grow the mindset of an existing team to be more Experience-Driven? In this talk, Ray Ann Cacheria, CIO of Ryan, will share how she has been shaping her team’s culture and positioning the IT Department to deliver a great customer experience.