Brendan Leece

Head of Customer Experience E.ON

DAY 2 - PREMIUM EXPERIENCE: 22 September

Tuesday, September 22nd, 2020

2:20 PM Workshop 1B: Introducing Design Thinking for CX Journey and Improvement Plans

Design thinking is taking centre stage in designing product and service experiences. This workshop will introduce tools and processes from gathering customer insights to identifying customer needs and expectations through their experiences.


Learning Outcomes: 

• Adopt human-centred principles to better understand customer journey’s pain points and service gaps

• Using customer insights to identify areas of improvements 

• Explore opportunities to further optimise customer service and interactions

• Apply design thinking to enhance overall customer journey and nurture loyalty

Check out the incredible speaker line-up to see who will be joining Brendan.

Download The Latest Agenda