Customer Experience Design in 7 Minutes

How much can you learn about the present and the future Customer Experience Design in 7 minutes?

Find out by reading an interview I did with Marketforce 20/20, a European Union producer of customer experience conferences. In it, you’ll find practical info to help you with your own customer experience designs and answers to these questions:

  • What are the key trends in CX for 2016?
  • Which experiences around the world impress you most? (You’ll be surprised at one of them 😉
  • What’s the single most important factor likely to generate the greatest gain?
  • How do you keep predictive analytics from appearing creepy?
  • What are the three key principles in customer experience design?
  • What did Leo Tolstoy (Russian author of War and Peace) have to say about change?

Enjoy the piece and, if you need an excuse to visit London, check out marketforce’s upcoming events!

By | 2017-05-01T20:09:10+00:00 April 28th, 2016|Adaptive Enterprise, CX Results, Experience Design, Interview, Reflections, Story as Strategy, Strategy + Adoption|Comments Off on Customer Experience Design in 7 Minutes

About the Author:

Since 1998, as IBM’s eVisionary, he has been designing and developing experiences that differentiate brands and deliver bottom-line results. Mike has worked on over 700 client engagements in 26 countries. He understands first-hand the value of properly translating across cultures. As a facilitator, Mike has been used as a board-level facilitator by LeasePlan (Europe and Mexico), Habasit, TELUS (Canada), PartnerTech (now Scanfil), Meeting Planners International, the Institute of Management Consultants and other organizations to develop strategy, articulate vision/direction, and encourage alignment. Mike founded StoryMiners, one of the world’s first experience design consulting agencies, in 2002. The firm is known for its ability to find the essence of a company, brand, or service and translate it into a compelling experience that helps clients shape their futures. The value of his work is estimated at over $1.6 billion in sales won, expenses cut, and brand value added. Mike is the world’s only working speaker, consultant, and experience designer to have earned the top designations in his chosen fields (CSP, CMC, CCXP). Mike earned his MBA from Thunderbird School of Global Management. He works in English, Portuguese, Spanish, and gets by in Russian ;-)