This talk will cover an approach to managing CX for small businesses and the ROI of CX in creating meaningful relationships with small business. We will dive into how small business owners thin; what they value and expect and how a company can rise to the needs of this market.
What makes small businesses special — hint: the owner. How to approach the challenge of CX for Small Businesses. 3-steps to success for with small businesses.
Ian’s talk will introduce the concept of consequential design in the retail environment… how, as part of the overall customer experience, retail design leverages every customer touchpoint to achieve better sales, greater loyalty, more effective advocacy and greater demand. Design also focuses on the associate/customer interface to facilitate the overall customer experience. As Mies Van Der Rohe said, “form follows function”, but also, importantly, function follows form, so we will see how form can influence the associate / customer relationship.
We will see how challenging everything about the retail environment, and developing the retail environment around the desired customer experience can lead to success.
Experience innovation requires thinking differently about your business to allow for creative ideation and blue-sky visioning. Drones are a technological tool that has proven to be an amazing enabler for customer experience innovation – both for internal and external customers.
1. Experience innovation enables operational cost savings. 2. In order to get the customer experience strategy right, brands need to commit to not only understanding their customers but being empathetic to their experiences. 3. Employee satisfaction and engagement can be achieved by eliminating unnecessary touchpoints and improving their experience.
If what keeps you up at night is the concern of not knowing how to help organizations think differently, we might have something for you. By taking a human-centric approach together with a cross-functional team from organizational change experts to service designers, we were able to design new ways of working through a strategic framework in actual human language.
Key takeaways: 1. Why is Service Design relevant. 2. How might we scale new ways of thinking and working. – Encouraged individuals to find new ways to work and think differently 3. Create a human-centric change curriculum
More than 1,000 people contributed to the design of the Piedmont Atlanta Tower, an almost 1 million square foot addition to Piedmont Atlanta Hospital, Piedmont Healthcare’s flagship campus. The presentation will outline the methods used to capture stakeholder input, including Piedmont’s experience initiative called the “Piedmont Way.” Then, the presenter will describe how the design team used the input to design a functional, flexible building.
1. Innovative design methods for collecting input from over 1000 stakeholders, compiling and processing the input, and reporting the findings. 2. Translating stakeholder input into building design that is clinically functional, flexible for future changes, and transforms the patient, visitor, and staff experience. 3. Results from using the innovative design process, and planned outcomes. (Building opens in 2020)
In today’s world, having a digital transformation strategy is a necessity. The transition from business as usual to digital client first is no easy feat. Keeping up can present a challenge and leave many unsure of how to proceed. Design thinking will help you examine both present and future details of a problem and explore alternate solutions. Client-led design techniques, allows you achieve quick wins and deliver a winning innovative solution for your clients and business. Everyone Wins!
1. Learn examples of how you can get others within your organization to be your advocates/ambassador programs – building relationships. 2. Using Design Thinking / Design Sprints for achieving transparency, focus and actionable problem solving. 3. UI patterns and Design Systems to drive consistency