WUDRome 2016 - Activating Customer Experience Inside Organizations - Dave King


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Hundreds of hours and thousands of euros have been spent designing a new, world class customer experience – and now it is ready for launch. But like many external-facing initiatives the new CX will fail shortly after launch. Why? Because in the rush to launch the inside of the organization will be overlooked, and the ugly truth is this: the inside of organizations is where great CX designs go to die. A new CX brings with it organizational change, and organizations are made up of people who nearly always resist change. This means activating a new CX on the outside of the organization requires helping those people on the inside understand the What, Why, and How of it – beyond the customer touch points. In this talk Dave King will share the program frameworks, tools and techniques that XPLANE uses to align the inside of organizations to new strategies, and in particular to a new CX.


Dave is a design- and visual-thinking strategist with over 20 years experience in creative and professional services organizations. He has been with XPLANE for ten years and held the roles of director of interactive design and vice president of client services. He currently heads XPLANE’s European office and works as a principal consultant on client programs ranging from strategic planning and process design to culture change and organizational transformation. Key clients include: ICANN, BP, Shell, UPS, Intel, Nike, and IHG. Prior to XPLANE, Dave worked in San Francisco from 1995-2005, where he held leadership roles at ad agencies and start-ups. He has led the design, development and launch of numerous products, services, and campaigns for clients like HP, Yahoo!, Microsoft, and Nestlé. Dave is currently co-authoring a book on the use of design thinking in organizational process design and improvement (O’Reilly, 2017). Dave holds a BA in theater design from Colorado College, and did MBA work at Portland State University.

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