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The only online enterprise level Experience Design event! 16 June 2020 | Free to attend
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
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
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
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.
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