Karen Pascoe

Everyone has embraced journey mapping as a tool for managing customer experience but how do we get from the end-to-end journey map to the design of a future state? How do we ensure that new digital products, services and offerings we’re creating deliver real value? How do we ensure that we’re doing the things we need to do to create emotional connections? For organizations to succeed at delivering great digital customer experiences, CX efforts need to emphasize design as a core ingredient.
This presentation will look at how design:
• Helps us better understand unmet needs
• Clarifies how products and services will deliver real value
• Helps reduce waste and financial risk
• Drives our ability to deliver an emotionally impactful experience