Maximum spaces available: 90
LOCATION: 10 Nizhnyaya Syromiatnicheckaya St. building 3, 5th floor, A4.16
Please register below
Customer Experience is the future of marketing, as more and more companies and organizations - e.g. technology, retail, financial and even government services - are investing in Customer Experience (CX) as a way to differentiate their products and services and to build customer loyalty. Even though we may concentrate on big data, mobile, social, or content being the future of marketing, if you really think about it, all of these elements are only important in how they help us to enhance customers’ experiences with our brands.
However, despite support from top management and increased budgets for consultants and technology, many CX initiatives struggle to make an impact.
In this talk, Michael will explore the key challenges that organizations face when defining their CX investments and projects. Some of these challenges are due to flaws so fundamental that the money spent for CX projects might be better delivered as cash stuffed in envelopes and sent directly to customers.
Overcoming these flaws requires rethinking the basics of what it means to create great products and services, revising the communication strategy, as well as reimagining the employee skillsets necessary to do these well. The good news is that with a few core investments and tools, within a few months organizations can make significant improvements.
Michael Thompson has more than 25 years of experience building and leading Product Management and UX Research and Design teams in a wide range of industries and companies including Apple, Business Objects, SAP and Telefonica as well as startups and consulting companies. He is also been a driver of successful innovation projects and has contributed to numerous patents. Most recently, Michael led Telefonica’s global UX team, which successfully evangelized UX to become an essential driver of internal innovation projects. His team also successfully helped product teams throughout the company to hire and integrate top UX talent. Currently, Michael is a product management and UX consultant as well as a professor in User and Customer Experience in the Master in Customer Experience & Innovation at the IE School of Human Sciences & Technology. Michael holds an undergraduate degree from SUNY Albany, a Masters from Carnegie Mellon and an MBA from Theseus Institute (now part of EDHEC) in France.
The talk is open to public and free.
It will be held in English language.
In order to attend please register using the form below.