The Roles of Design, Creativity & Ownership in Creating The Customer Experience

I was keynote speaker at IQPC’s 2015 Customer Experience Impact symposium in New Orleans, where I gave this presentation on customer experience beyond customer contact: as a holistic effort core to the organization’s DNA and involving everyone from the CEO to the intern. It involves non customer-facing employees as much as those that work directly with the customers.

Click on the image below to view the presentation slides:

Contact me if you wish to review the accompanying conference notes.