Insights »
I'm very happy to report that my proposal, "Ka-chunk! When customer experience design fails and how to avoid it", has been accepted for UX Australia 2009. Here's an early preview of the presenter line-up.
Here's a description of my presentation:
We've all heard it. Customer experience should encompass every aspect of a company’s offering and consistently engage a customer across all touch points. This utopian vision speaks to our souls and warms our empathetic hearts.
However, ask any UX professional who has rolled up their sleeves and attempted this mighty task of organisational unity (even at a micro-level) and they'll tell you it can also fry the mind. What makes up a solid customer experience? Where do I begin? How do I get everyone on the same page? What's achievable in the time allotted?
Through numerous personal examples, this talk will highlight the challenges of creating an integrated customer experience, then share practical models and techniques that help break it down to size--interaction by interaction. Many touch points will be examined, including marketing (traditional, search engine, email), websites, customer support, product delivery and word-of-mouth.
Key takeaways: Attendees will walk away with a more complete picture of:
- The customer experience life cycle
- The central role content strategy plays in maintaining consistency
- Strategies to close gaps between individual business units
Intended audience: UX professionals (user experience strategists, information architects, interaction designers, content strategists, front-end interface designers) who have a solid understanding of user-centred design frameworks and have experience applying these principles in past projects.
More information on UX Australia 2009
Jeunes Salopes 30 June 2009 at 12:04 PM
nice! i'm gonna make my own blog
TrackBack URL for this entry: http://www.typepad.com/services/trackback/6a00d83452fe6069e20115702c18ad970b
Listed below are links to weblogs that reference Speaking at UX Australia 2009:
