SVP, Customer Experience & Design
We live in the experience economy, where a customer’s perception of value is no longer about cost, it’s about the perceived value and quality of one’s interactions with a product, service or brand. Is it solving a real need in my life? Is it easy to get value from the service? Do I feel good about the experience? Every aspect of experience plays deeply into the decisions people make about whether to buy a product or stick with a brand. In this world, experience design has become a competitive differentiator, but many companies continue to struggle with how to grow and fully leverage design within their cultures.
+ What’s the role of experience design in business?
+ What’s the greatest impediment to realizing its value?
+ What are some keys to success?