Designing the Customer Experience


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Companies can no longer stand out through manufacturing strength, distribution power, price points, or information mastery. In this workshop, we will look at how to make customer experience a key strategic advantage for your company or clients through the power of design. You will hear how companies are using new customer engagement tools to drive a holistic brand experience… resulting in loyal customers who engage and buy more, both on- and offline. You will also map your own company’s customer experience and brainstorm ways to increase engagement and extend customer lifetime value. Led by Jay Peters of PARK, the international design leadership consultancy who has been working with clients such as Audi, LEGO, Miele, Nestle, Sony, Kimberly-Clark, Novo Nordisk, BASF, Unilever, Glaxo Smith Kline and many other leading global brands on their design excellence journeys since 1998, you will receive deep insights into how these world-leading companies lead the market in the Customer Experience landscape. Takeaways will include:
  • Gaining a strong understanding of a customer experience landscape
  • Learning about driving elements and emerging technologies to create a great brand experience
  • Using PARK's customer experience mapping tool to map out opportunities to improve and create more desirable customer experiences in your own operations
Why it matters:
    Those who understand the holistic nature of the brand experience can dominate in sales, engagement, and loyalty their industry. Isn't it time you did too? In this workshop, learn from world-leading organizations how they leverage design to create the ultimate customer experiences, and outpace their competition by doing so, both on- and off-line.