10 - 11 December, 2019 | London, UK
Paola Miani, Head of Design Strategy, Digital Customer Experience at Lloyds
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Paola Miani


Head of Design Strategy, Digital Customer Experience
Lloyds

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

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Agenda Day 1

Thursday, April 12th, 2018


9:45 AM Developing a Design Led Culture

  • Creating a shared vision and establishing a design led culture: Defining, setting and implementing an effective roadmap
  • Overcoming the challenges and hurdles of embedding a design culture 
  • Exploring  different frameworks and toolkits that can connect the design community and create customer empathy across the organization

11:20 AM Panel Discussion: Creating a Customer Centric Culture: Top Down and Bottom Up

  • What are the key considerations when setting a vision and mission for the CX strategy?
  • What are the best ways of communicating the strategy and should it come from the top?
  • What are the benefits of empowering front and back facing staff to take ownership of the customer experience and how can you ensure it is put into practice?
  • How can you promote and reward a customer centric culture?
  • What techniques can you use to ensure the customer is placed at the heart of proposition strategy?
  • How can technology support the CX strategy and enhance customer experience? What types of technology are currently driving the best results?