24 January 2020
8am to 5pm, Pacific USA time
Live and online via Zoom, $97 USD per person
CX and UX are at the heart of everything your company does. Without customer satisfaction, it doesn’t matter how Agile, Lean, efficient, productive, or anything else you think you are. Your cool tech, your CI/CD pipeline, your expensive re-brand, and paid social influencers will all mean nothing if you don’t have happy customers.
Concentric is an event where each presentation ties back to the customer’s experience… The UX of a digital interface or the human perception of a brand, service, store, or experience. It’s all about the X!
Target attendees are all roles in create, software dev, and tech including UX, UI, product, project, engineering, devops, BAs, security, marketing, sales, etc. Target companies are any company of any size including startups. This event is for anyone interested in how to create improvements to their product, process, and culture so that they are improving customer communication and satisfaction.
There will be three Zoom webinar “rooms” running at the same time.The rooms are not tracks and don’t have any particular themes.
Most presenters have given permission to be recorded. These sessions will be available on our YouTube channel in late Q1 2020.
All times are California, USA. Please adjust for your time zone.
Delta CX CEO Debbie Levitt welcomes everybody to the event!
Making Data Actionable: From Concept to Visualization
American mathematician John Tukey once said, “The greatest value of a picture is when it forces us to notice what we never expected to see.” What value do you see in your data? And what ideas do you have when you see it? Learn how you can capitalize on your ideas and turn them into reality by blending the internal with the external, leveraging them into a cohesive strategy for both the short term AND the long term. See the five “Stages of the Spectrum” in action while discovering the difference between impact and influence, and how that plays into making data actionable.
- Understand and recognize the five stages of visualization spectrum.
- Learn how to leverage these steps into a cohesive visualization strategy.
- Discover the difference between impact/influence and how that plays into making data actionable.
Dr. Joe Perez, Sr Systems Analyst & Team Lead at NC Dept of Health and Human Services
Having received both a bachelor’s and master’s degree in secondary education, Joe began a ten-year career as a high school teacher providing instruction in economics, Spanish, Bible, and computers. While in his teaching career, he furthered his graduate education, earning a doctorate degree in education with a double-minor in computers and theology. His career focus changed to IT in 1992 when he started as a Computer Consultant at NC State University. Three promotions later, Dr. Perez ended his successful 25-year career at NC State as Business Intelligence Specialist when he took another promotion to become Senior Business Analyst at the NC Department of Health & Human Services in September 2017, and has since been promoted to Senior Systems Analyst and Team Lead. With more than 6000 followers on LinkedIn and several professional certifications, Perez has stayed active in the IT community as a much sought-after resource, highly-recommended technical/motivational speaker, data analytics & visualization expert, and specialist in efficiency and process improvement.
Harness the Power of Customer Experience
Marion has led customer experience initiatives in non-digital retail organisations around the world. She will show participants the steps needed to become a customer-centric business especially when providing non-digital experiences. ‘Harness the Power of Customer Experience” will equip participants with the practical steps on how to leverage positive customer experiences in their businesses and the building blocks required to make customer-centricity a reality. Along the way, Marion will share lessons learned and anecdotes from her management experience running customer initiatives for automotive brands Mercedes-Benz and Toyota Passenger Cars and Commercial Vehicles and fashion brand Gucci.
Participant Learning Outcomes / Results:
- Participants will learn about the basic building blocks of a customer-centric organisation
- Participants will learn how to gain internal and external support for their customer experience initiatives
- Participants will learn how they can leverage (legacy) technology to improve non-digital experiences
- Participants will learn about common pitfalls in implementing customer experience (and CX tech) initiatives and how to overcome them
Marion van der Krogt, Owner at Speaking of Customers
Marion has worked with luxury and premium brands across different industries and witnessed firsthand how successful businesses can become if they focus on the customer – in everything they do.
Whether you call it Clienteling, Customer Relationship Management or Customer Experience Management, ensuring that you maintain a focus on top tier clients at all times as well as maintaining a high level of satisfaction in your customers’ experience with your business is crucial to the long-term success of your business.
It is Marion’s passion to help business owners grow their business from within – by focussing on the customer experience and client development strategies that bring results. For them and their customers. So that customers keep coming back for more – over and over again.
Better Surveys, Better Products: How to Create Surveys That Work!
Or looked at the survey, but didn’t answer all of the questions?
Or maybe you answered all the questions but didn’t provide accurate data?!
If so, you’re not alone. Most surveys in the field are poorly constructed, resulting in survey fatigue for customers and unreliable data for businesses.
When done correctly, surveys are an invaluable tool. They help us to:
- Understand how users make decisions
- Learn what drives our customer base
- And ultimately drive strategy & innovation
But how do you create a winning survey that actually works? In this session you’ll learn…
- How to create surveys that provide you with actionable data you can use to improve your product or service
- What questions to ask (and what questions not to)
- What are the pitfalls of survey questions and how to avoid them
- How to get more people to take complete your survey
- What are the best industry tools you can use to send out your survey
- When to conduct a survey
- What subject lines get the best responses
- And why 1-10 rating scales are terrible! (Don’t worry, we’ll tell you what to do instead)
Dan Zola, Managing Partner & Research Director of Sway UX
Since then, he’s developed digital products and lead teams across a variety of industries, ranging from healthcare to entertainment. Most notably, Dan has spent five years at MTV working to deepen the emotional connection with television viewers and digital users (ask him about his run-in with Justin Timberlake).
Dan then extended his expertise to the pharmaceutical industry, working to provide a smoother experience for patients who are taking a more active role in their healthcare in the digital space.
Dan is Managing Partner & Research Director of Sway UX, an award-winning a user experience research & design agency that creates websites and mobile apps with a focus on healthcare & technology. A graduate of University of Pennsylvania with a degree in English, Dan lives in Chapel Hill, NC with his wife and two children.
Kerry Thompson, Co-Founder and CEO at Sway UX
She has led UX and creative efforts for national and global entities in finance, biopharma & healthcare. He past work includes a wide range of clients including GlaxoSmithKline, Fidelity Investments & Emily’s List.
Bridging the Physical and Digital World: Combining UX with Architecture
This might sound both daunting and exciting, but the evidence-based design process of architects complements the innate curiosity and drive of UX professionals to understand and improve the world around us. This talk will highlight the synergies between UX and architecture, exploring how the disciplines can successfully work together to infuse technology into physical spaces.
Leslie McFarlin, Sr UX Designer, STLArchitects
Game Theory for Promoting Strategic Human Interactions to Create Designs That Matter
How can we become thought leaders and not get stuck at the thought. How can we reach an optimal outcome that satisfies all parties involved? What mind tools or strategy can we use to get clarity of a playground occupied by actors with different motivations.
We will explore the use of game theory to understand how to maximize individual payoffs in a discussion with multiple stakeholders. We will discuss how to frame a game with multiple actors, and learn how to play our best strategies as designers to make equitable choices and create designs that matter
Jeffery Dernbach, UX Strategist at T-Mobile
Lubna Thabseem, Sr Learning Experience Designer at Deloitte
Transforming The Steel Industry Via Prototyping & Personas
Jonathan Toler, Head of Product & Innovation at Kloeckner Metals
Impact of Meaningful Conversations in Teams Towards Designing Ethical Products
I will be using this platform to provide actionable steps for multidisciplinary teams to have meaningful conversations amongst them so as to design products which are ethical and desirable for the user, technologically viable and financially feasible.
Shalakha Jain, Design Strategist and User Researcher
Her critical and analytical thinking enables her to go beyond the known, find novel connections in complex systems and synthesize design solutions with strong ethical values.
Active listening and photographic memory are her natural strengths.
In her free time she goes on random walks to explore new destinations, daydream, and meet new people to hear interesting stories!
For the past 2 years, she has been conducting research on ethical design to design practices that help find the right balance in a tech dependent world. Her research was extended with a more in depth strategic analysis of the role of conversations at the workplace and how to continuously strive for a better work culture.
Measuring the Quality of UX
If you want your product’s design to be informed by large-scale data, it really helps to have metrics that reflect the quality of the user experience, and that map closely to your main goals.
In this workshop / talk we will walk through:
- Scoring the quality of your users’ experience
- Creating a framework for identifying user goals
- Identifying signals that map closely to goals
- Finding revenue driving metrics that measure the quality of your users’ experience
- Measuring your own products
- Creating and using quality rubrics
- How to use the data to advocate for HCD practices
Justin Ranton, Product Design Lead, AliveCor
UX Research: The Key to Intuitive and Delightful Experiences
Krispian Emert, UX Researcher at Facebook
Transform Your Brand’s Customer Experience by Using AI
In practice, Customer experience analytics is often reduced to sentiment analysis or superficial text summaries. They result in more reports but don’t lead to any intelligence or actionability.
This session introduces the best practices in managing Customer Experience through advanced analytics and AI. Staying vendor-neutral, it presents the latest approaches using real-life case studies.
It shows how organizations can gain an integrated view of the customer. By combining listening channels such as social media, voice-of-customer and contact center interactions, it shows how to:
- Identify the right data sources to capture user inputs
- Apply AI through language models to understand customer intent
- Present an integrated view of the customer to recommend executive decisions
Ganes Kesari, Co-Founder & Head of Analytics at Gramener
Ganes is a passionate writer, international speaker, and corporate trainer. He strives to simplify data science and help everyone understand its true potential. He speaks regularly in leading conferences around the world such as O’Reilly Strata, O’Reilly AI Conf, TEDx, HubSpot Inbound, AnacondaCON, Fifth Elephant.
His articles have a wide following on Medium, where he has been recognized as a top writer in ‘Artificial Intelligence’ (https://medium.com/@kesari).
Driving the Customer Experience: UX + Warehouse Distribution at Next
Next UX collaborated with our Warehouse Distribution team to explore the world of our delivery drivers. Using ethnographic interviews and contextual inquiry, we aimed to deeply understand how UX could help refine the processes used by drivers. We went on to develop an app for the drivers to, in turn, improve the customer experience.
In this talk, we’ll share our key takeaways on combining UX with Warehouse Distribution processes. Join us to find out what we learned from this collaborative and immersive experience, and how you can expand UX in your business.
Laura Musgrave, Sr UX Researcher at Next
Marie Simpson, UX Research Manager at Next
60 minute break for meals and however you want to spend your time.
Empowering and Engaging through Co-Creation
Jane Vita, Design Director, NA at Digitalist Canada
Previously, Jane conducted lectures on Service Design in Digital Context at the Laurea University’s Service Innovation and Design Master’s program, where she also graduated in 2013. She is a Ph.D. student at Aalto University and owns a Bachelor in Graphic Design, and another Masters in Web Design. Together with the Aalto Learning Environments Research Group, Jane is involved in the research, design, and development of New Media tools; as well as their use and application, in the field of learning.
She regularly shares her work in publications, workshops and conferences. She is involved in the leadership of communities and associations such as the Interaction Design Association (IxDA), Service Design Network and Futures Specialists Helsinki. She is always interested in exploring new and established tools, approaches and techniques. She does it to enable herself and her colleagues to design services and products that are more useful, usable and desirable for customers and efficient and effective for organizations.
Building Design Systems That Span Organizations
Adi Shanbhag, UX Architect II at ICF Next
Navigating the UX Whirlpool: Guidelines for Successful Recruiting and Career Advancement
Darren Hood, Founder of UX Uncensored and Adjunct Professor at Kent State University
Darren serves as an adjunct professor for Kent State University’s UX Design Master’s program and as an adjunct at Lawrence Technological University in Southfield, where he teaches Human-Computer Interaction and System Analysis and Design. Darren also teaches UX workshops for Grand Circus in Detroit. He holds a M.S. from Syracuse in Information Management, a M.S. in User Experience Design from Kent State, and a grad certificate in Educational Technology from Michigan State. He is currently pursuing a Ph.D. in Educational Leadership from Northcentral University.
The Future of Culture is The Future of Work
Do you want to have a rich and robust culture ?
Do you want team members to embrace and share purpose and values ?
Do you want to understand the world’s best and worst organization cultures ?
Do you want to have a measure of your organization’s culture ?
If you answered yes to any of these then global culture research, the future of culture and work and pragmatic approaches to developing culture are here.
In this session, you will understand how a rich and robust culture is a cornerstone of successful organizations. You will be provided a truly a global perspective on the impact of culture through more than 80 global Interviews with companies spanning over 25 countries. You will learn about organizations that have succeeded (and failed) to create great cultures. You will understand the global trends for the future of work and the future of culture.
Attendees will be inspired to drive their organizations to even greater and richer cultures.
At the end of this session, participants will be able to:
- Understand rich and robust cultures and toxic and destructive cultures.
- Develop ideas for framing, developing and refining organizational purpose and values that sit on a high level and provide an identity for all team members.
- Understand the tools available for the measurement of culture and other non-financial key performance indicators.
- Appreciate the future of work and take home strategies that can be implemented for the organization of the future, for the future of culture and the future of work.
Rael Bricker, Cultural Futurist, Author, and Mentor
With over 30 years as a serial entrepreneur, Rael Bricker helps businesses succeed by delivering a series of dynamic talks on building businesses by thinking outside the box. Rael has been presenting for many years on business, culture, finance, investing, diversity and ethics. The learning is best practice combined with practical experience to achieve business excellence. Participants have found inspiration in the simple and practical approaches to running, growing and succeeding in business.
Designing Your Story
Lee Andrese, Principal at akathame LLC
As a former high school teacher, Lee’s passion to learn and share her experience and knowledge led to the launch of akathame, a company dedicated to teaching others how to elevate the value of their capabilities, of the design function within the organization, as well as get the resources, funding, tools, and income needed to produce exceptional products that make loyal brand customers.
No Dark Patterns: Preventing Cognitive Biases From Creeping in to Your Design and User Research
Attendees will learn several important terms and practical tips about cognitive bias. This will increase their awareness of cognitive biases, help them to understand how to apply them in positive ways in their design and give them tangible ways to apply the concepts that they learn. It will also help them in future research efforts to prevent “leading the witness” and conduct bias-free research studies.
Jen Blatz, Sr Experience Designer at Fidelity
Jen loves being active in the UX community to learn and grow while helping others do the same. She is the co-founder of the UX Research and Strategy group, and of IXDA (Interaction Design Association) Dallas, she was the organizer of WIAD (World Information Architecture Day) DFW in 2019, and social media guru for several organizations, including Ladies that UX Dallas and Big Design. When not immersed in UX activities and speaking at local meetups, conferences and classes, Jen loves traveling, wine tasting, cooking and spending time with her husband and two doggos, Sadie and Ricky.
Stop Evangelizing UX – And What To Do Instead
This session will examine the pitfalls of evangelism and what actions we can take instead. We’ll look at how some of the popular methodologies we think are bringing everybody onto CX bandwagon might be training co-workers on how little they need us. We’ll be focusing on hiring CX specialists, the role of managers and leadership, processes, workflows, tools, and improving collaboration between us and our cross-functional teammates.
Most importantly, we’ll look at how to measure the ROI of CX. Without being able to prove our worth, we are unlikely to get a seat at the table or level up our company’s maturity.
Debbie Levitt, Chief Experience Officer at Delta CX
Debbie has presented at conferences including eBay’s Developer Conference, PayPal’s Developer Conference, UXPA, and WeAreDevelopers. She is an O’Reilly published author and one of few instructors on the planet recommended by Axure. Her “DevOps ICU” book and training teach non-CX roles about CX, why it’s done by specialists, and how to integrate it into teams and processes. Her “Delta CX” book and training teach companies how to improve customer satisfaction, predict and mitigate business risk, and increase ROI by investing in great customer experiences.
Outside of CX work, and sometimes during CX work, Debbie enjoys singing symphonic prog goth metal, opera, and New Wave.
And closing remarks. Thanks for joining us!