Summary
Join the Verizon CX Design Ops team for an interactive session about uncovering your super powers, recognizing your kryptonite and flexing your skills to power a growing, global team.
Key Insights
-
•
The evolution of Verizon's Design Ops to Customer Experience Ops is focused on efficiency and customer satisfaction.
-
•
Flexibility in operations allows the team to adapt quickly to changes and challenges.
-
•
Centralizing processes has been key for managing requests and streamlining project onboarding.
-
•
Data-driven decision-making enhances organizational insight and optimizes team resource allocation.
-
•
Empowering teams through knowledge sharing fosters a collaborative environment.
-
•
Identifying and utilizing 'superpowers' in teams can enhance productivity and effectiveness.
-
•
Communication is essential to prevent burnout and ensure alignment across teams.
-
•
The importance of adapting tools and processes to support growth and scale effectively.
-
•
Creating a unified team vision helps to drive innovation in customer experience.
-
•
Collaboration across teams leads to stronger solutions and overall success.
Notable Quotes
"I'm super excited that you're here with us today"
"We're thinking about as Verizon transforms into an experience company, Design ops is also undergoing that same transformation"
"We actually discovered our superpowers"
"As an operational excellence team, we are trying every single day doing our best to enable design"
"We've already transported ourselves into the future by advancing our headcount planning to maximize the impact"
"This power of telepathy has enabled proactive solutions like expanded resource capacity planning"
"One of the coolest things an operations team can have is building the tools that we need to enable growth at scale"
"Our power to unlock greater customer experience quality and efficiency is vital"
"We're trying to make sure that we pay particular attention to things that could block our ability to collaborate effectively"
"We are stronger when we work together towards a unified goal"
More Videos
"It's emotional labor to navigate these identity dynamics every day."
Jennifer Strickland Lesley-Ann NoelFireside Chat: How Design Addresses a World on Fire
March 18, 2022
"Regularly revisit the rules of your design system; they might not apply as your product evolves."
Jaime CreixemsBest Practices when Creating and Maintaining a Design System
June 7, 2023
"My name is Chris Geese, and I'm a senior research strategist at Workday."
Uday Gajendar Rachael Dietkus, LCSW Dr. Dawn Emerick Dawn E. Shedrick, LCSWLeading through the long tail of trauma
July 13, 2022
"Running an experiment might seem daunting at first, but it's about identifying your hypothesis and setting your variables."
Katie HansenExperimental research: techniques for deep, psychology-driven insights
March 12, 2025
"It's about sensing and responding to patterns of emergence."
Dave MaloufTheme 3: Introduction and Provocation
January 8, 2024
"How you make a service is part of what you deliver to the customer."
Jeff SussnaWhat DesignOps Can Learn From DevOps
November 6, 2017
"Good design happens because of great designing."
Dave MaloufClosing Keynote: Amplify. Not Optimize.
October 24, 2019
"We can and should complement participation with an ethic of care."
Sarah FathallahA Typology of Participation in Participatory Research
March 28, 2023
"The stereotypes we hold about certain groups guide our research process"
Alba VillamilStereotyped by Design: Pitfalls in Cross-Cultural User Research
March 30, 2020
