Using Culture to Drive Customer Experience

Margot Daniel
21 Sep 2018
11:00 am - 11:50 am
South Side Music Hall

Using Culture to Drive Customer Experience

How do you transform a culture to be more customer-centric? Margot Daniel, Director of Digital Experience and Engagement, was part of a two-year organizational transformation from “Sales First” to “Customer First.” Starting with gathering customer insights and data, this knowledge was used to shape goal-driven design and ultimately serve as a model for the mindset of the entire organization. From this talk, you will learn techniques for moving your organization forward to becoming more customer-centric and culturally receptive to design thinking.