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Leveraging Research, Analytics and Change Management to Enhance Design 
and Improve Customer Experience

As Experience Design has increased in importance, it has also become more complex as it has expanded from its digital roots to include physical products, services, brand, and employee experience.

This increase in scope had added to the challenge facing Experience Designers, who now have to ensure an integrated approach across multiple channels, both online and offline, while also managing and integrating all the stakeholders across these different lines of the business.

With that in mind, the CXN Live: Experience Design will be focused on:

  • Research: utilizing market research and analytics to optimise design
  • Omni-channel: integrating experiences across both physical and digital channels for improved experience
  • Digital: optimising digital channels through personalisation, self-service and an effective choice architecture
  • Stakeholder engagement: leveraging engagement and change management strategies to improve the success of design initiatives

5 Reasons to Attend

Hear the best case studies from across the globe

No travel costs or time out of the office necessary

Access the content on demand and watch in your own time

Assess the latest technological innovations 

It is 100% free to attend

09:00ET
Designing Immersive Digital Stories at Coca Cola

As designers, we are currently faced with the challenge of bringing our skillset to the physical world. In this session, discover techniques and resources when it comes to prototyping an immersive experience.
    • Differentiate between designing a digital interface and a spatial interface
    • Tell an immersive story for an experience that spans across the physical and digital world
    • Translate stories into an interactive prototype that can be validated with potential users or stakeholders
       
Dobrian Dobrev,
UX Lead EMEA IT,
The Coca-Cola Company

10:00ET 
Virgin Money and BoQ Scale their Experience Design Across the Business

Virgin Money and merger company Bank of Queensland have introduced a service design approach to understand the unmet needs of their customers, and best serve or reduce their financial complexities. In this session, discover how both businesses are taking customer ideas into the design phase and scaling it across the business.
    • Designing innovative concepts through the voice of the customer
    • Moving beyond end-to-end customer journey maps
    • Connecting the CX design to EX design, and to the back office

Christy McLeod,
Head of Digital Design,
Bank of QLD & Virgin Money

11:00ET 
Designing a Customer Journey for the Entire Ecosystem at Dell

Upon designing what the end-to-end journey looks like for the customers, Dell stumbled upon changes that also benefited the employee experience and therefore, gained much more from one single lift. In this session, discover how Dell introduced rigorous design thinking strategies and improved the customer journey.
    • Increased intent to purchase by 40%
    • Increased customers visiting website by 100%
    • Increased CSAT points by 600

Deb Zell, 
Director, UX/CX/Product Strategy and Marketing,
Dell

Featured Speakers

CX Network Live | Who attends our events

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Who you will meet

This event has been designed for Heads / Directors / General Managers of:

Experience Design

Experience Strategy

User Experience

UX / UI

Service Design

Design Thinking

Service Design

Human Centered Design

CX Network Online Events | By the numbers 

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1,100+

CXN LIVE: FEEDBACK & SATISFACTION 2019  REGISTRANTS

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1,000+

CXN LIVE: NORTH AMERICA
& EMEA 2019 REGISTRANTS

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1,200+

CXN LIVE:  CUSTOMER INSIGHT & DATA ANALYTICS 2019 REGISTRANTS

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1,400+

CXN LIVE: DIGITAL CUSTOMER EXPERIENCE 2019 REGISTRANTS

CX Network Online Events | How it works

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Step 1: Register
Click on any of the register buttons on this page. Enter your information and secure your place

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Step 2: Confirmation email
This will be dispatched upon registration and will contain login information

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Step 3: Schedule time
Mark some time in your calendar when you can be free of distractions or watch with colleagues

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Step 4: Watch the event
Click the link in the confirmation email and prepare questions for our industry-leading speakers

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Get involved with CX Network 

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John Kearns, Head of Online Sales, CX Network