Customer Experience Fuels Business Success

The marketplace is in a constant state of flux, with new products and services becoming commoditized and shifting consumer expectations. For organisations, the challenge is to find new ways of standing out amidst the competition and delivering experiences that are emotionally resonant to customers, employees, and partners.

Increasingly, the secret sauce is found in delivering digital experiences that provide real-time or near-real-time value. In this era of disruption, while some organizations are boldly disrupting the status quo, others risk being left behind.

In response to this disruption, leading IT organizations have elevated their role from service provider to business partner with a focus on delivering compelling customer experiences. Increasingly, IT leaders are collaborating with cross-functional partners to assess and evolve business capabilities to meet consumer expectations and leave lasting impact. So how exactly should organizations go about doing this?

Join Karan Thaker (Lead Strategist, Experience Strategy & Service Design, Northwestern Mutual) for this presentation as he discusses:
- How to move from being capability-led to experience-led.
- Strategies for leveraging experience design to disrupt the status quo.
- How to spot and avoid the common pitfalls.
- And more....