Customer-centered design: Turning customer insights into meaningful solutions

Room 3 | 12:20 pm - 12:50 pm | Tuesday, October 11, 2022

Customer-centric? Customer-first? Customer-obsessed? Call it what you may, but what really matters is how you make it a reality. Join Mieka Puzniak, head of marketing for Edward Jones Canada, to learn how customer experience mapping and customer-centered design can serve as a foundation to deliver customer value. You’ll walk through the journey of “Customer Sam” and learn how his needs and desires inspired the creation of three new digital solutions that are driving business results.

Key Takeaways:

  1. Use customer experience mapping as a strategic framework to identify opportunities, prioritize work and deliver business value.
  2. Understand the process of customer-centered design.
  3. Experience three real-life examples of customer solutions that were designed and delivered via customer-centered design.

Topic(s) Covered:

  • Customer experience
  • Industry trends – future of marketing research
  • Storytelling/data interpretation

Case Study Presentation by End-Client


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