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October 15-18, 2018 | Boston, MA

Dr. Joel Mier


Professor at University of Richmond
Former Head of Customer Experience at Netflix


11:00 AM How to Pivot Organizational Culture toward Customer Centricity

Effective service design initiatives require going beyond just end-users to include front line staff and design for cultural change. Positive customer experience starts with every employee within your company. Develop a customer-centric strategy to drive repeat business and customer loyalty. Build a roadmap to:

Hire and train new employees with your customers in mind
Strengthen customer-centric behaviors among your company’s leaders

1:05 PM Service Design Circuit

The Service Design Circuit leverages the power of focused, small group discussions for leading benchmarking opportunities on the main aspects of Service Design. Attendees will experience three Service Design elements, rotating between each element every 30 minutes. 
Pick Three:
1:15pm- 1:45pm
1:45pm-2:15pm
2:15pm-2:45pm

Fuzzy Front-End Innovation & Strategy
Through interactive learning and provocative discussion, we will explore best practices and strategies to help you and your organization navigate the complexities of the fuzzy front end in service design initiatives.

Physical Experience Design
Engage in a rapid-fire workshop on designing unique physical (and digital) engagements to elevate your products and services, and define your brand for generations to come.

How to Use Data to Inform Digital Experience Design
Engage your left and right brain in this group discussion about techniques for leveraging data to drive smarter experience design strategies across digital touch points. Learn how to harness the transformative power of data by contextualizing it within your customer’s journey. 

Organizational Design & Change Management
Training and change management is key, especially in cases involving redesigning pieces of the organization.  This group tackles management skill sets required for service designers.

Business Systems Optimization 
Process improvements will be made cross-functionally as part of service design. This can include new investments or savings utilizing more holistic, business-facing systems and technologies. This group approaches the process of managing transformation associated with holistic service design.


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

Download The Latest Agenda