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October 15 - 17, 2019 | Chicago
Matt Herlihy, Executive Director of Strategy at Office of Experience

Matt Herlihy


Executive Director of Strategy
Office of Experience

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

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October 16: Main Conference Day

Wednesday, October 16th, 2019


9:30 AM Where Expectation Meets Reality: A New Model for Keeping Brand and Service in Harmony

However strong a brand may be, thoughtful service is an essential ingredient for delivering value in moments that matter. But doing it well requires a far more holistic view than most companies take today. By using a new model that takes multiple dimensions into account—before and after, thinking and doing, big picture and small—service designers can ensure that when expectation and reality collide, brand and service work together in perfect harmony.