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October 15-18, 2018 | Boston, MA

Joanna Peña-Bickley

Head Of Design, Internet of Things

8:15 AM Soup to Nuts: Where to Begin with Service Design

This introduction to service design will give you the practical tools and a solid understanding of core concepts to help you start applying service design across your organization. This is a crash course, starting at the most basic level, and boiling down the often esoteric and abstract concepts of service design into tangible skills. At the end of this workshop, you’ll feel confident in your understanding of service design and armed with a new toolkit to take action in your organization.

8:50 AM CASE KEYNOTE: Curating a Customer Journey with Artificial Intelligence in Mind

Many don’t realize how much of today’s technology monitors what we’re doing on a daily basis—what we click on, where we go, who we follow. But until now, technology doesn’t know much about how we feel. That’s changing with Artificial Intelligence.  In the search to identify and mitigate the pain points in customer’s journeys, we must leverage the potential AI holds to transform the narrative:
o    What is AI and how can it support customer experience and service design?
o    How does AI impact technology design and our tech stack?
o How do we design AI that also captures empathy?

4:50 PM Advisory Board’s Interactive Q&A Wrap-Up

As we wrap up the conference, let’s discuss some of the key lingering questions from throughout the conference. In this session, we will pose the audience’s leading questions to top speakers.

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

Download The Latest Agenda