Building a Customer-Centric Organization
How to become a more customer-centric organization? Where to begin? Dave Gray, founder of the global consultancy XPLANE, will talk about how the new discipline of service design offers a blueprint and a strategy that can help you get started on the path to customer-centricity.
We live in a digital economy and those organizations who can transform most rapidly will win. But how do you know what to change, and when? How can you keep up with today's digital, mobile customers and employees? Dave Gray, founder of the global consultancy XPLANE, will help you understand how the new discipline of service design can help you assess your organizational readiness and make the move to digital.
Designing Services from the Outside In
Becoming customer-centered makes business more viable and work more meaningful. Nathan Lucy, chair of the St. Louis chapter of the Service Design Network and design thinking instructor at Washington University, will talk about how you can use service design to re-imagine your customer experience and the processes for delivering it.