Designing the Customer Experience

Natalie Schraufnagel
Jay Peters
22 Sep 2018
12:30 pm-1:20 pm
Federal Reserve Room

Designing the Customer Experience

Customer Experience is huge and highly valuable to business, but where & how does design help contribute, and where does it not?  In this session, we will look at how to make customer experience a key strategic advantage for your company or clients through the power of design. We will identify the differences and synergies between Customer Experience, User Experience and Service Design. You will hear how companies are developing and levering Customer Experience to drive a holistic brand experience… resulting in loyal customers who engage and buy more, both on- and offline. You will also be presented a take away Customer Experience Canvas to map your own company’s customer experience and brainstorm ways to increase engagement and extend customer lifetime value.