How do you transform an organization to be more human-centered, customer-obsessed and driven by user needs? More importantly, should you? For years now, Customer Experience (CX) is on a rise yet what really drives the change, and what does the so-called CX transformation mean for the end-users?
Research shows, that a pandemic like the Covid-19 is a better incentive for a digital transformation than anything before. Companies big and small leaped five years forward in a matter of eight weeks. Others struggled, but none remained ignorant to the change. Video conferences are the new normal, remote collaboration has never seen better days, and people almost forgot about those yellow stickie notes.
Technology yet again comes to rescue. But what about the user, the customer? What impact does all this make on the customer experience? And how do organizations respond to it?
In this talk, we’ll look for inspiration in Optimus Prime and his Autobots to try and understand how to “transform” without losing the human touch.
Research / Strategy and Insights, Cognizant
Dad. Team lead. Design Researcher. Computer Science PhD.
Ex Head of UX & Design (20+ designers) @ GVC (bwin, Ladbrokes, GalaCoral, partyCasino, FoxyBingo). Built, groomed and led design teams since 2010.
Designed products for NGOs (Challenge:Future, TED), tiny startups as well as the big enterprise like CNN, Deutsche Bahn, United Arab Emirates and Mayo Clinic.
As a researcher travelled the world and defended my Computer Science PhD.
As an entrepreneur, founded a VC-backed startup that helps small business tell their stories. Before that founded and ran a product design studio.
As a curious geek, I felt my shoes and geek about Terry Pratchett.
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