Integrating the Customer Experience into Product Design and Planning

May 21, 2018 · San Diego, United States of America

Speaker: Lauren Feehrer, CCXP, President at LoyaltyCraft Consulting
5:30pm - Networking / Pizza / Soda - sponsor CA Technologies
5:45pm – Lauren is up
7:00pm - Meetup Ends

Topic: How do you put the customer front and center of your design? In this session, Customer Experience Consultant Lauren Feehrer will showcase opportunities through the product lifecycle to put the team in the customer's shoes. We will explore using customer personas and ecosystems when building product prototypes and story backlogs. Lauren will also share her experience managing customer panels in concert with sprint development. We'll discuss the importance of UX capabilities on product development efforts and Lauren will share her top 5 tips for customer-centric design.

Bio: Lauren is a results driven leader passionate about incredible customer experiences. She is a customer experience and technology delivery consultant with over 15 years in the financial, healthcare, information services, chemical, energy and technology industries. She led product planning, design, and development efforts resulting in more than $50M in increased revenues, higher efficiency and customer loyalty. She created and managed highly successful Voice of the Customer Program focusing on NPS best practices and closed-loop feedback. She has a people-first mentality: builds trusted advisor relationships with customers, facilitates game-changing conversations and leads high performance teams


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