Information Development World 2015
 

Keynote Presentation: The Case for the Customer Experience

Thursday, October 1 — 8:45am-9:30am

Brandon Schauer, CEO, Adaptive Path

Whether we talk about greeting cards, mobile apps, or vacation get-aways, the experience is the product. From the perspective of customers, everything that goes into making up that experience — technology, materials, service support, or a supply chain — simply becomes the magic behind the experience. Many of the biggest trends and fastest-growing players customer experiences are content-focused. But what's categorically new is how the content shapes and is shaped by the experiences of customers. Laying out the case, you'll take away:

  • A new perspective and new tools for seeing and evolving the customer experience
  • The qualities of great human experiences and the content that drives them
  • A simple case and plan for changing the experience to bring your content to life

 

About

Brandon Schauer is the head of Adaptive Path, the influential experience design consultancy and curator of annual design conferences such as UX Week, the Managing Experience Conference, and the Service Experience Conference. As of October 2014, Brandon and the Adaptive Path team are a part of Capital One working to create great human experiences that drive business. Brandon has a love of Excel that is unnatural for a designer.