Summary
In this session, you will learn about Verizon’s model for transforming and scaling our CX operations and design practices, and how establishing a set of Experience Principles has played a critical role in elevating and democratizing CX across the organization.
Key Insights
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CX focuses on the holistic customer relationship, while UX is about specific interactions.
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Organizational structure affects the impact and maturity of design practices.
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Different levels of design maturity influence decision-making across departments.
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Design capabilities should be defined to manage projects more effectively.
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Experience principles guide how experiences should feel and behave, not just how they look.
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Using common language for principles enhances understanding and adoption across teams.
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Leadership support is crucial for the successful implementation of design principles.
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Customer feedback can help measure adherence to experience principles.
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Principles should be broad yet specific enough to allow for actionable insights.
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Creating experience KPIs can help position design impact alongside business objectives.
Notable Quotes
"Experience principles articulate how our experiences feel and behave."
"The power of defining common language across teams cannot be understated."
"It's not about reinventing the wheel, but about making intentional decisions."
"Creating a shared sense of ownership among teams is essential to adoption."
"We need to equip teams with the tools to make customer-centric decisions."
"The most effective principles are the ones that resonate with our company culture."
"Our CMO's involvement elevated the visibility of our experience principles."
"Every employee is accountable for making responsible decisions in customer interactions."
"We're in a unique position to think about design capabilities right now."
"This process is a work in progress that requires ongoing evaluation."
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