We are now in the age of Living Services. User expectations of what is a good interaction is changing with every new innovative experience they encounter. Personalization and contextualization is expected. Digital and Physical experience need to be seamlessly integrated. In this context, I will outline how the process of design needs to adapt to include a broader variety of sources to create a richer understanding of the human context. I will also discuss new skill sets and mindsets required to create not just useable, but love able service interactions.
Experienced Digital Strategy Senior Executive with expertise working at the intersection of Customer, Technology/Analytics and Business Processes to drive Digital Transformation with a human lens and an eye toward business outcomes.
Deep experience leading large digital transformations for Fortune 100 companies across industry verticals.
Significant operational experience leading cross functional digital design and delivery teams, day-to-day operations of global digital services; strategic leader for global roll outs of digital capability; transformation of technology and operating models based on customer centric principles with accountability for meeting business outcomes in commerce, marketing and customer service domains.
Practice leader, adept at crafting new capabilities and practices in Digital Marketing, Digital Design and Innovation, Customer Experience Optimization, Experience measurement, Research.
Specialties: Digital Strategy and Transformation; Digital Design and Innovation ; Research (Qual, Quant and Digital Analytics) Digital Operating Models; Multichannel/Multimodal Interactions; Data Driven Innovation; Digital Experience Frameworks and Standards; Behavioral Economics;